Manager, Customer Strategy

Manager, Customer Strategy

509531
Brisbane, QLD, Australia
Max Term

This is a 12-month, maximum-term parental leave cover position, with career progression opportunities.
Brisbane location required
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.

Manager, Product and Customer Strategy

The Manager, Product and Customer Strategy, you will play a pivotal role in shaping the future of Virgin Australia’s end-to-end customer experience. This role leads the design, development and strategic improvement of products and services across the entire customer journey – ensuring we deliver a consistently excellent, uniquely Virgin experience.

Working closely with senior leaders across Digital, Commercial, Cabin Crew, Operations, and Brand, you will identify customer insights, market trends and commercial opportunities that elevate our offering and strengthen our competitive position.

What you’ll be doing

Leading the development of Virgin Australia’s customer and product strategy, ensuring alignment to business goals and customer expectations.
Overseeing the delivery of major customer programs, working closely with cross-functional teams including Digital, Operations, Cabin Experience, Loyalty, Brand and Finance.
Owning the vision and roadmap for key customer products and experience improvements across the full travel journey.
Using data, research and insights to identify customer pain points, commercial opportunities and areas for innovation.
Managing and prioritising a portfolio of customer strategy initiatives to drive measurable improvements in satisfaction and brand perception.
Building business cases, briefing senior leaders, and ensuring initiatives deliver value, feasibility and alignment with our safety culture.
Leading a high-performing team, fostering a culture of collaboration, accountability and continuous improvement.