Manager, Strategic Programs

Overview

We/'re on a mission to bring new and uplifting experiences to our guests, transforming flying from simply /"nice/" to something wonderful. Like any good mission, this one starts with our people. Which is why we encourage our team to embody the fun, laid back, authentic spirit we/'ve become famous for. Because when they/'re free to be themselves, they/'re better able to own their personal responsibilities and go the extra mile to help our guests.

Consulting & Strategy, Customer Experience & Product

Manager, Strategic Programs

- Full-time, Brisbane based role with strong career progression opportunities
- Attractive bonus scheme and travel benefits
- Work in a high-performing team with leadership from top tier consulting firms

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

As the Manager, Strategic Programs you will provide leadership support to the Head of Strategic Programs to improve the customer experience and deliver on our Customer Value Proposition throughout Virgin Australia. This role will align the organisation to achieve our impact statement of building Australia/’s most-loved airline.

You will be part of the Product & Customer Strategy team, working alongside Digital, Commercial, Customer Operations and Marketing teams that all report into the Chief Commercial Officer.

Responsibilities

- Develop and define key Product & Customer strategic programs focusing on transforming the end-to-end customer journey and working in close partnership with various technology and business owners to execute
- Manage project scoping and delivery (depending on project complexity and scope) including business case development
- Provide thought partnership to the Head of Strategic Programs on prioritisation of efforts through voice of customer & insights, stakeholder engagement, and VA group priorities
- Lead concurrent projects with high customer and commercial value, with responsibilities to include design, planning, execution, and value-capture
- Drive our customer value proposition by leveraging customer insights to prepare recommendations based on data-analysis, market comparisons, customer feedback, and research to help Virgin deliver on its revenue and cost-to-serve targets
- Strong storyteller: Build presentations for ELT and Board level audiences to gain buy-in for business decisions
- Lead and mentor team members from across the business in cross-functional working groups, driving a high performance culture

You/’ll be great in this role if you have

- Tertiary qualifications in Business, Commerce, Analytics, or a related discipline
- Management Consulting experience in a top tier consulting firm (MBB or Tier 1.5 preferred), with recent experience in a Strategy or Customer Strategy focused team
- Proven execution of strategic, transformational customer programs and projects that deliver against agreed KPI/’s
- Experience with change management
- People leadership experience
- Strong quantitative skills, with the ability to lead complex analysis and create data driven business cases with sound financial acumen
- Exceptional communication skills with the ability to lead and influence stakeholders at all levels
- Keen interest in the aviation industry is advantageous

Benefits & wellbeing

- 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

Diversity & inclusion

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 LGBTQI+ community, and anyone else who wants to join our family.

Ready to apply?

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

Join a team that looks out for one another, where no two days are the same. Help guests at the very beginning of their journey with outstanding customer service.

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