Customer Programs Lead

Max Term

Brisbane

Consulting & Strategy, Customer Experience & Product

• 24 month, full-time, maximum-term contract (with strong possibility for a permanent role before the contract finishes). You will still be eligible for annual leave, personal leave/sick leave and all our wonderful travel benefits
• Brisbane based (hybrid environment, minimum 3 days in the office)

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

This is an exciting, newly created position to drive the delivery of complex, high impact customer programs that help build Australia's most-loved airline. The role will support business teams with project scoping of customer initiatives (including business case development), lead implementation planning and delivery, define and track key project metrics and milestones, identify and manage project risks. The role will require strong partnerships across various business and technology teams, co-ordinating diverse, cross functional teams to deliver against agreed outcomes.

The Customer and Product team reports to the Chief Commercial Officer, and work alongside other Commercial, Customer & Digital teams. Our team contributes to the reason our guests love Virgin Australia – from the airport experience and lounges to cabin comfort, inflight connectivity, entertainment, and onboard service

Further responsibilities:

• Support business teams with project scoping and business case development of complex customer initiatives (e.g., costs, timelines, risks, dependencies)
• Develop implementation plans and drive the delivery by coordinating across cross functional business teams, such as commercial, technology, digital and operational teams
• Define and track metrics and milestones to ensure programs are on track and delivering the agreed outcomes
• Identify, track and manage risks and dependencies
• Communicate effectively across all levels of the business to deliver key messages
• Build strong relationships with internal stakeholders across the Virgin Australia Group
• Establish and lead cross-functional teams across government relations, product, commercial, operations, digital and technology
• Actively lead the preparation of GM and ELT level documentation
• Actively monitor legislative changes related to the Aviation industry and provide perspectives on business implications (as required)

You'll be great in this role if you have…

• Tertiary qualifications in Business, Commerce, Analytics, or a related discipline
• Top-tier strategy or transformation experience within a management consulting firm (ideally minimum 3 years), or a similar customer programs function in industry (minimum 5 years)
• Track record in delivering complex customer programs, including supporting project scoping, implementation planning, execution and tracking
• Coordinated cross-functional teams in complex organisations to deliver on agreed business outcomes
• Ability to connect, engage, and influence through compelling narrative with multiple stakeholders
• Ability to proactively prioritise and escalate appropriately to leadership
• The ability to bring your authentic self to work and build relationships with stakeholders across the business
• Competent user of PowerPoint and Excel
• Knowledge of project/ program management frameworks

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.

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. .