Avis de recrutement d’un responsable de l’analyse de la clientèle

Virgin Australia is now embarking on an exciting new chapter in the next stage of our journey. The objective of the Manager, Customer Insights role is to champion customer insights across the Virgin Australia Group, closely partner with data teams across Virgin Australia and Velocity to deliver and translate voice of the customer and other customer insights to help shape the customer value proposition and customer experience roadmap.

Key accountabilities :

• Partner with data and survey teams across the Virgin Group to identify the most critical customer insights / data and visualise / translate the key insights / takeaways ;
• Identify key improvements to customer experience and product, based on voice of the customer / other customer insights ;
• Manage and / or support project scoping to ensure customer insights are addressed ;
• Identify where key changes are required within Virgin Australia to refocus on customers and create more value for our customers ;
• Communicate to a wide variety of stakeholders across Virgin Australia Group ;
• Proactively work with internal stakeholders across the Virgin Australia Group ;
• Visualise key insights and messages for an Executive audience ;
• Support preparation of Board documentation to communicate insights and overall progress as required ;
• Maintain and cultivate a high performance and customer centric culture.

What you need to be successful :

• 5-10 years experience in a customer centric organisation, with experience in customer insights delivery or translation ;
• Has translator experience, drawing out insights and “so whats” from data ;
• Has experience uplifting capability and engagement ;
• Understands their needs, creates distinctive value, and builds meaningful relationships.
• Clearly and consistently communicates the key priorities and how they link to the organisation’s strategy.
• Focuses action on those initiatives, opportunities and/or future problems that will have a significant impact on the organisation.
• Leverages data to draw critical insights that help focus and shape an organisation’s strategy.
• A disciplined leader who conveys a clear and consistent message and sense of team direction even in uncertain times.
• Engages persuasively and connects with multiple stakeholders across and outside of the organisation.
• Ambitious, enthusiastic and has the hunger and energy to ensure the business succeeds in delivering outstanding results

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.