Customer Journey Specialist

4 weeks ago

Sydney, Australia Virgin Australia Full time

**WORK TYPE**:
Full Time

**LOCATION**:
Sydney

**JOB TYPE**:
Customer Experience & Product, IT, Marketing & Communications

**APPLICATIONS CLOSE**:
**Customer Journey Specialist**:
**Sydney or Brisbane based (hybrid with WFH flexibility)**

Hello. We’re Velocity Frequent Flyer, loyalty program of Virgin Australia. And we’re back (in a big way).

With a year of ups and downs behind us all, we’re now ramping things up. Looking for new, come-as-you-are team members to join our fast-growing squad, responsible for rebuilding Virgin Australia’s loyalty program, currently 11 million members strong, and counting. That’s half of Australia

If successful, you’ll be able to shout from the rooftops that millions of Australians have you and your team to thank for stacking up their Points and making getting back up in the air even more exciting.

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.

**Who we’re looking for**:
A high performing customer experience strategist who, by tapping into their capability of soaking up data and insights (complete and incomplete), has ability to design a compelling cross-channel customer journey in simple terms to a broad stakeholder audience.

**What you’ll be doing**:
The Customer Journey Specialist works at the intersection of Velocity’s product, marketing, digital, technology and data to design and facilitate highly personalised, cross-channel customer journeys that delight and engage Velocity members, maximise their value and directly drive revenue and profit growth.

The role operates a customer journey framework, leveraging data insights and consumer trends to identify need states, pain points and customer lifecycle opportunities that drive member engagement and deliver commercial outcomes for Velocity.

**You’ll be great in this role if you**:

- Come with 3+ years’ experience in strategy / design-led strategy / experience design / customer behaviour and test and learn environments
- Have a demonstrated ability to think strategically about issues impacting the business
- Are able to synthesise diverse sources of customer research including quantitative and qualitative data to draw actionable insights and stories
- Have experience running collaborative workshops to design and map customer journeys and experiences across touchpoints
- Have a proven ability to think critically as well as creatively while managing business requirements and member expectations
- Have a growth mindset with a track record of defining and delivering solutions and continuous improvement
- Are excellent at stakeholder management and have interpersonal and influencing skills
- Have the ability to communicate complex concepts and insights simply
- Exposure to agile, lean and design-led methodologies (desirable)
- Agile qualifications or experience working in Agile environments (desirable)
- Loyalty marketing experience (desirable)
- Experience using digital analytics tools (Google or Adobe Analytics) (desirable)
- Proficiency in design and collaboration tools such as Figma and Miro (desirable)

**What you’ll get from us**

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

- Heavily discounted air travel for you and your loved ones (including $1000 worth of travel credits per year)
- Flexible working arrangements (including work hours and work from home)
- Discounts on travel insurance, car hire, accommodation and experiences worldwide
- Discounted Virgin Australia Lounge membership
- Hospitality, retail, technology, beauty services and wellness discounts
- Wellness support, including the _betterme_ digital wellbeing platform
- A comprehensive Employee Assistance Program, which offers confidential coaching and support from qualified professionals for all aspects of life - physical, mental, social and financial
- Dress for Your Day - enjoy the freedom to wear whatever is appropriate for the type of work you do and the day you have ahead of you

**Equality rules**

**COVID-19**

The safety and security of our people, guests and operations come first. Always. That’s why we’ve put together a comprehensive ‘Mandatory COVID-19 Vaccination Policy’. In a nutshell, to work with us, you’ll need to comply with our (and the airport’s) rules and regulations. And be fully vaxxed.

**Ready to apply? **We’re ready to hear from you.

  • Digital Journey Specialist

    1 week ago

    Sydney, Australia Insurance Australia Group LTD Full time

    Digital Journey Specialist Make a difference as a **Digital Journey Specialist** Join the largest insurnace group in Australia and New Zealand. **Your role** We are looking for a Digital Journey Specialist to join the Direct Insurance Australia (DIA) Digital Experience and Delivery team. For your role to make a difference, you will manage prioritisation...

  • Digital Journey Specialist

    2 weeks ago

    Sydney, Australia IAG New Zealand Full time

    Make a difference as a **Digital Journey Specialist** Join the largest insurnace group in Australia and New Zealand. **Your role** We are looking for a Digital Journey Specialist to join the Direct Insurance Australia (DIA) Digital Experience and Delivery team. For your role to make a difference, you will manage prioritisation and backlog and be the...

  • CRM and Journey Specialist

    3 weeks ago

    Sydney, Australia Hatch Full time

    ** This role is at PwC (not for Hatch)** Hatch is supporting PwC to find a great CRM and Journey Specialist to join their Marketing team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like PwC. **About the role at PwC** The **CRM and Journey...

  • Product Sales Specialist

    4 days ago

    Sydney, Australia Adobe Full time

    Our Company Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies...

  • Customer Journey Expert

    2 weeks ago

    Sydney, New South Wales, Australia ING Group Full time

    Customer Journey Expert - MortgagesEach day, millions of customers in over 40 countries use ING's banking products and services. You'll be contributing to their customer experience. You'll be shaping the way they bank and empowering them to stay a step ahead in life and business. Are you ready to make a real impact on people's lives?At ING, the Mortgages...

  • Customer Journey Consultant

    4 weeks ago

    Sydney, Australia Digital Alchemy Full time

    **Customer Journey Consultant** Digital Alchemy, A global Marketing Automation Services Provider, provides marketing services and technical support to local and global organizations. We have a network of 8 offices spanning Asia and the Americas. Our philosophy is based on the interaction of 3 transformations, 1. Our personal Transformation to learn and...

  • Customer Journey Consultant

    1 week ago

    Sydney, New South Wales, Australia Digital Alchemy Full time

    Customer Journey ConsultantDigital Alchemy, A global Marketing Automation Services Provider, provides marketing services and technical support to local and global organizations. We have a network of 8 offices spanning Asia and the Americas. Our philosophy is based on the interaction of 3 transformations, 1. Our personal Transformation to learn and develop,...

  • Customer Journey Expert

    1 week ago

    Sydney, New South Wales, Australia ING Full time

    Each day, millions of customers in over 40 countries use ING's banking products and services. You'll be contributing to their customer experience. You'll be shaping the way they bank and empowering them to stay a step ahead in life and business. Are you ready to make a real impact on people's lives?At ING, the Mortgages Tribe is responsible for driving the...

  • Adobe Journey Optimiser Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Macquarie Group Limited Full time

    What is the role?Your focus will be to work on our Adobe Journey Optimiser Platform team, an exciting and fast-growing business within MarTech You will also articulate a compelling vision to scale our business using CDP across all products.What will I do? Lead transition from Salesforce Marketing Cloud journeys to Adobe Journey Optimizer (AJO) Design and...

  • Customer Strategy Specialist

    1 week ago

    Sydney, New South Wales, Australia NSW Government -Customer Strategy & Technology Full time

    Exciting opportunities to work in a dynamic team and showcase your customer strategy, analytical, communication and stakeholder engagement skills:- 2 Permanent full-time roles based at Sydney (flexibility offered):- A challenging and rewarding role offering great exposure and opportunity to contribute in a meaningful way to the future of Sydney and the state...

  • Customer Journey Expert

    2 weeks ago

    Sydney, New South Wales, Australia International Netherlands Group Full time

    Customer Journey Expert - Cloud page is loaded Customer Journey Expert - Cloud Apply locations Sydney time type Full time posted on Posted 3 Days Ago job requisition id REQ The Customer Journey Expert (CJE) –Public Cloud works across multiple squads in Platform Engineering Tribe within ING's OWoW organization. As a CJE, you'll have the expertise in one or...

  • Customer Journey Expert

    2 months ago

    Sydney, Australia ING Full time

    At ING Australia, you will have the chance to build a career as unique as you are, with the global scale, support, inclusive culture, and technology to become the best version of you. And we are counting on your unique voice and perspective to help ING Australia become even better. Join us and build an exceptional experience for yourself and you will be...

  • Customer Journey Officer

    3 days ago

    Sydney, Australia Qantas Airways Limited Full time

    Take an opportunity to grow and diversify your career in our Customer Experience Team - Together we’ll achieve a positive customer journey and customer experience - Permanent Part time - 24x7 rotating roster At Qantas, we represent Australia to the world. Our diverse country is known for its unique spirit, mateship, and a can-do attitude. Together we’re...

  • Customer Journey Expert

    4 weeks ago

    Sydney, Australia ING Group Full time

    Customer Journey Expert At ING Australia, you will have the chance to build a career as unique as you are, with the global scale, support, inclusive culture, and technology to become the best version of you. And we are counting on your unique voice and perspective to help ING Australia become even better. Join us and build an exceptional experience for...

  • Customer Journey Expert

    1 week ago

    Sydney, New South Wales, Australia ING Group Full time

    Customer Journey Expert - CloudThe Customer Journey Expert (CJE) -Public Cloud works across multiple squads in Platform Engineering Tribe within ING's OWoW organization. As a CJE, you'll have the expertise in one or more of the areas of product management, channel and process optimization, or other relevant areas that are required in the Public Cloud CoEYou...

  • Head of Customer Strategy and Journey

    2 months ago

    Sydney, Australia Qantas Airways Limited Full time

    Lead the design of Qantas’ end-to-end customer journey experience- Senior leader directly impacting the experience given to our customers- Permanent role based at Qantas’ Mascot Head Office Our customers come first. We’re constantly challenging ourselves to reimagine our customer experience, and work to connect and build trust. Ultimately, our service...

  • Head of Customer Strategy and Journey

    2 weeks ago

    Sydney, New South Wales, Australia Qantas Airways Limited Full time

    Lead the design of Qantas' end-to-end customer journey experience- Senior leader directly impacting the experience given to our customers- Permanent role based at Qantas' Mascot Head OfficeOur customers come first. We're constantly challenging ourselves to reimagine our customer experience, and work to connect and build trust. Ultimately, our service should...

  • Customer Journey Expert

    1 week ago

    Sydney, Australia ING Group Full time

    Customer Journey Expert - Mortgages Each day, millions of customers in over 40 countries use ING's banking products and services. You'll be contributing to their customer experience. You'll be shaping the way they bank and empowering them to stay a step ahead in life and business. Are you ready to make a real impact on people's lives? At ING, the Mortgages...

  • Customer Journey Expert

    2 weeks ago

    Sydney, New South Wales, Australia ING Group Full time

    Customer Journey ExpertAt ING Australia, you will have the chance to build a career as unique as you are, with the global scale, support, inclusive culture, and technology to become the best version of you. And we are counting on your unique voice and perspective to help ING Australia become even better. Join us and build an exceptional experience for...

  • Customer Journey Expert

    2 weeks ago

    Sydney, Australia ING Full time

    Each day, millions of customers in over 40 countries use ING’s banking products and services. You’ll be contributing to their customer experience. You’ll be shaping the way they bank and empowering them to stay a step ahead in life and business. Are you ready to make a real impact on people’s lives? At ING, the Mortgages Tribe is responsible for...