Digital Experience Lead

2 weeks ago


Brisbane, Queensland, Australia Virgin Australia Full time

Company Overview:

Virgin Australia is a pioneering airline that stands out from the crowd. Our mission is to revolutionize the flying experience by providing unparalleled customer service, prioritizing safety, and fostering real diversity and inclusion.

About the Role:

We're seeking a skilled Digital Experience Lead to drive growth in our ancillary product portfolio. As a key member of our team, you'll be responsible for nurturing existing products, identifying opportunities for improvement, and collaborating with stakeholders to enhance customer experiences.

Key Responsibilities:

  • Optimize digital conversion rates across ancillary products by analyzing shopping behaviors and influencing booking workflows
  • Develop enhancements to strengthen the customer proposition and increase attachment rates
  • Act as a subject matter expert for baggage and fee portfolios, driving financial and operational performance to agreed specifications
  • Increase attachment rates across all distribution channels, assist with new product onboarding, and contribute to future merchandising strategy and development priorities
  • Design, brief, and execute tactical roadmap initiatives to boost ancillary revenue, review product types and competitor markets, and inform optimal digital selling propositions
  • Collaborate with cross-functional teams to develop innovative solutions, improve guest experiences (NPS), reduce costs, and create growth opportunities

Requirements:

  • Proven expertise in best practice digital purchasing behavior and merchandising techniques to maximize conversion rates
  • 2+ years of experience in eCommerce roles within the airline or travel industry
  • Strong understanding of Electronic Miscellaneous Documents (EMDs) and ancillary products within the Global Distribution Systems (GDS) space
  • Able to assess and develop opportunities to drive positive outcomes for Virgin Australia
  • Demonstrated results in highly commercial environments, developing commercial awareness, and business acumen
  • Solid relationship and portfolio management skills, with proven ability to build strong stakeholder relationships and navigate complex organizational accountabilities

Benefits:

  • 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 remote work options
  • 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 offering confidential coaching and support for all aspects of life – physical, mental, social, and financial

About You:

To excel in this role, you'll need to possess excellent written and verbal communication skills, with the ability to convey complex ideas clearly.



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