Customer Strategy Lead

Hello. We’re Virgin Australia. We’re the airline that’s always done things a little different. Our way. The Virgin way. We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety – in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions.

What you’ll be doing

The objective of the Customer Strategy Lead role is to solve complex, high impact customer challenges and shape customer strategies that help build Australia’s most-loved airline. The role will lead identification of customer pain points, design solutions that align with Virgin Australia’s Customer Value Proposition and develop business cases to support recommendations.

Responsibilities include:

• Develop new strategies to solve complex customer challenges, including problem identification, case for change, option sets and recommendations (based on data analysis, market comparison, customer insights and research)
• Own the business case to take new ideas from ideation through to approval and execution
• Manage project scoping (costs, timelines, risks etc), working closely with teams across the business
• Lead delivery of customer programs in close partnership with technology and business owners
• Proactively seek to improve the overall customer experience through customer journey mapping, ideation of future experiences, industry trends, and customer feedback
• Provide thought partnership to the Head of Strategic Programs on prioritisation of efforts
• Communicate across levels of stakeholders to design and drive delivery of customer-driven projects, including our VA frontline Actively lead and support the preparation of ELT and Board documentation for decision-making, endorsement, and support discussion/reporting (as required)
• Proactively interrogate and analyse data to identify trends, gaps, and opportunities, and understand drivers of customer needs using Microsoft Excel, PowerBI, and other analytical tools

You’ll be great in this role if you…

• Tertiary qualifications in Business, Commerce, Analytics, or a related discipline
• Top-tier Strategy/Management Consulting (3-6 years), or similar Customer Strategy functions in industry (5+ years), with experience leading strategy development, design, planning, execution, and value-capture
• Customer Experience Strategy Led development and execution of an integrated customer experience strategy underpinned by VOC, analytics, and digital tools
• Proven execution of transformational and strategic customer programs and projects to deliver against agreed KPI’s with demonstrated examples of change management skillset
• Lead high performing teams and has experience uplifting capability and engagement. Ability to develop a team and defined leadership style
• Ability to connect, engage, and influence through compelling narrative with multiple stakeholders across and outside of the organisation
• Brings their authentic self to work and when engaging across the organisation
• Competent user of PowerPoint and Excel
• Excellent written and oral communication skills

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
• A flexible, hybrid work style. Work from home or the office, adapt your location to suit your style and needs
• One of Brisbane’s most admired head office locations, with South Bank train station, a supermarket, pharmacy, and lunch options downstairs plus a 5-minute walk to the Busway, a rooftop restaurant and onsite gym (with a low membership fee) and South Bank Parklands just across the road
• Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide
• Cheaper hospitality, retail, technology, beauty and wellness services
• Free counselling and access to a wellbeing app to support your physical, mental, social and financial health
• ‘Dress for Your Day’ – enjoy the freedom to wear whatever makes you feel great for the type of work you do and the day you have ahead of you.

When everyone is included, everyone wins

We’re all individuals. And we love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQIA+ community, and anyone else who wants to join our family.

Ready to apply?

We’re ready to hear from you. Apply now.