Customer Strategy Manager

• Work type:
  

  Full-Time (Permanent)

• Location:
  

  Brisbane

• Job type:
  

  Consulting & Strategy, Customer Experience & Product

• Applications close:
  

• Full-time, Brisbane based role with some flexibility to work from home.

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 a highly strategic role within the CVP function, that will develop, execute, and own initiatives that underpin Virgin Australia's customer value proposition and support our ambition to be Australia's most-loved airline. The role will lead the identification, business casing and implementation (as required) of key customer projects, in partnership with business and technology teams. In this capacity, you will lead across multiple projects with high customer and commercial value, providing thought partnership to the Head of CVP and Insights on prioritisation of efforts through customer insights, stakeholder engagement and VA group priorities.

The role will be responsible for delivering on 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 in the marketplace. Our brand sets the expectation, and the experience delivers it. You will need to be analytically sound, a strong storyteller, and able to build presentations to gain buy-in for business decisions to be made at an ELT and Board level. You are expected to be self-sufficient and able to manage & deliver multiple projects.

The Customer Strategy and Insights team reports to the Chief Customer & Digital Officer, and work alongside other Customer & Digital Divisions, including Technology, Digital, Product & Customer Experience, and Guest Contact Centre.

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

• Top-tier strategy/management consulting (3 years), or similar functions in industry (7 years), with experience leading strategy development, design, planning, execution, and value-capture
• Customer Strategy experience
• MBA or post-graduate qualification
• Led development and execution of an integrated customer experience strategy underpinned by VOC, analytics, and digital tools
• Proven execution of transformational and strategic customer programs and projects to deliver against agreed KPI's, with demonstrated examples of change management skillset
• A disciplined leader who prioritises initiatives with the highest impact for the organisation through detailed & synthesised insights
• Consulting toolkit: structure and frameworks, understanding of appropriate and relevant data, complex financial analysis, creation of compelling visuals / charts, and strong influencing skills
• Ability to connect, engage, and influence through compelling narrative with multiple stakeholders across and outside of the organisation
• Showcases initiative and ownership of work and that of others to demonstrate accountability towards the achievement of extraordinary outcomes

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.