Customer Journey Specialist

**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.