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.

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



• Significant experience in a Management Consulting Strategy team, or an inhouse Strategy team
• Leadership experience (managing direct reports) and experience developing and mentoring others
• Strong commercial acumen with the ability to translate customer insights into strategic recommendations.
• A proven record leading cross-functional initiatives and influencing senior stakeholders.
• Experience managing complex programs of work with competing priorities.
• High-level analytical, problem-solving and critical thinking skills.
• A passion for customer advocacy and the ability to think both creatively and systematically.
• Exceptional communication and storytelling skills.
• Experience in aviation, travel, consulting, or large consumer-facing businesses (advantageous but not essential).