Virgin Australia is now embarking on an exciting new chapter in the next stage of our journey. The objective of the Manager, Customer Experience is to design and deliver a seamless customer service experience across all touch points that captures the essence of the Virgin brand. This role will be responsible for creating a joyfully simple end to end experience for customers that is uniquely Virgin, and will align the organisation to deliver on its ambition to be Australia’s most loved airline.

This role sits in our Brisbane head office, however, we are open to candidates from all Eastern Australian cities. We also have an office in Sydney. The right candidate will be able to do a combination of working from home and being present in the Brisbane office as required.

This role sits in our Product and Customer team and will be reporting to the General Manager.

Key accountabilities :

• Translate Virgin Brand into tangible customer experiences across our digital, airport and aircraft ecosystems ;
• Design and develop a consistent customer experience standard that relates to the end to end customer journey that recognises and improves customer pain points ;
• Lead and influence a diverse and remote operational team to ensure seamless end to end experiences are delivered ;
• Establish strong working relationships and stakeholder management across the business ;
• Demonstrate a strong understanding of operational processes and procedures to enable appropriate customer experience design ;
• Deliver effective communication to the business across multi forums and platforms to drive engagement ;
• Engage with Customer Insights team to understand customer pain points and design improvement strategies and plans ;
• Develop tools and processes to capture Employee feedback in relation to service behaviours and customer experience ;
• Define customer experience measures of success and metrics to clearly demonstrate uplift benchmarks ;
• Interface with Service Delivery and Training teams to embed customer experience standards and behaviours ;
• Act as customer advocate across support, operational and customer facing teams ;
• Evaluate customer experience initiatives into a financial performance metric.

What you need to be successful :

• Deep understanding of each phase of the customer journey ;
• Demonstrated ability to design and implement a customer strategy ;
• Ability to understand and interpret customer and data insights into strategy/actions ;
• Ability to establish mutually beneficial working relationships across support and operational teams ;
• Experience in leading cross functional teams ;
• Strong financial and business acumen skill  ;
• Service training experience is desirable, but not essential.

Next steps :

We’re a winning team and we attract the best: challengers, innovators, and seriously fun individuals with big hearts. At Virgin Australia Group, we pride ourselves on recruiting the right people to join our team and help us rise to the challenges ahead. No matter our role – we are united by our ambition to be the most loved airline in Australia, and always go one step further for our customers, colleagues and our wider community.

Register your interest today by submitting an application via the link.

Virgin Australia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

For the health and safety of staff and guests, Virgin Australia has implemented a mandatory COVID-19 Vaccination Policy. New staff will be required to comply with the Policy which includes being fully vaccinated against COVID-19 and providing Virgin Australia with evidence of your vaccination status.