I have worked across both client and BPO sides of a range of industries including telco, digital, hardware, media and, most extensively, retail energy. In the early stages of my career, I managed medium to large contact centres, where I learned firsthand the impact CX has — both good and bad — on customer outcomes and business performance.
My passion for CX is especially evident in the retail energy industry, where I’ve spent the last 17 years leading sales teams, developing growth strategies and aligning operations around the customer experience. I’ve always believed that delivering better outcomes for customers also delivers better results for business.
Previously as Head of Sales at Simply Energy, I led multi-channel teams and oversaw the integration of digital and marketing programs to improve the customer journey. Today, I continue that mission at AGL as Collections Excellence Manager, helping improve processes that directly impact customer trust, retention and satisfaction.
I’m proud to lead the ACXPA VIC Advisory Board — not only to connect and support professionals across Victoria, but to help operationalise what great CX looks like so that more businesses can realise the benefits it brings.
ACXPA Advisory Board Members generously volunteer their time alongside their professional roles.
We believe it’s important to recognise the organisations they represent — the ones that enable them to share their expertise and insights with our community.
By bringing their real-world experience to ACXPA, they help strengthen the industry, foster meaningful connections, and raise standards across the board. We encourage you to consider working with these organisations if their services align with your needs.
Andrew Jacques
Collections Excellence Manager
Energy to make life better.
We believe energy makes life better and are passionate about powering the way Australians live, move and work. Proudly Australian with a strong legacy in innovation, AGL is committed to delivering simple, fair and accessible essential services as we help customers electrify and decarbonise.
AGL operates Australia’s largest electricity generation portfolio — including coal and gas-fired power, renewables like wind, hydro and solar, and next-gen firming technologies. As one of Australia’s leading investors in renewables, we’re helping drive the transition to a smart, low-emissions energy future.
