Customer Strategy Manager

Manager, Customer Strategy

• Full-time, Brisbane or Sydney based role
• Strong career progression opportunities in a high-performing team

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

The objective of the Customer Strategy Manager role is to develop, execute, and own programs aligned to the customer value proposition strategy throughout Virgin Australia. This role will align the organisation to deliver the impact statement of building Australia's most-loved airline.

The role will lead the identification and end-to-end design of a consistent and innovative customer experience and proposition (product) and build partnerships across various business and technology owners to support scoping and execution (as required). In this capacity, you will be the business owner / lead across various, concurrent key projects with high customer and commercial value, with responsibilities to include design, planning, execution, and value-capture.

Further responsibilities:

• Be a custodian of our customer value proposition, ensuring it is being delivered across the business
• Develop and define the overall Group customer experience strategy and roadmap, 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)
• Proactively seek to improve the overall customer experience through journey mapping, ideation of future experiences, industry trends, and customer feedback
• Provide thought partnership to the Head of CVP & Insights on prioritisation of efforts through voice of customer & insights, stakeholder engagement, and VA group priorities
• Build relationships with internal stakeholders across the Virgin Australia Group, specifically at the Senior Leadership Team level
• Work closely with relevant data science and insights teams to augment customer analytics capabilities to drive outcomes that increase NPS and CSAT scores

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

• Tertiary qualifications in Business, Commerce, Engineering or a related discipline
• 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, with the ability to strategically frame (and break down) ambiguous business problems
• 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 skill set
• Extensive experience creating business cases and delivering presentations to senior stakeholders
• Proven ability to create working relationships with other functions and drive overall business strategy alignment
• Strength with quantitative data and building models in Excel (or similar tools) to drive insights
• Experience running meetings with General Managers and Chiefs within a large, complex organisation

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. Apply now.