Job Head of CVP & Insights, Brisbane

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 Head of CVP & Insights role is to develop and own Virgin Australia’s Customer Value Proposition, the program that sits underneath it and customer insights. This is an exciting opportunity to become part of a high-performing team that thrives on innovation, bold creativity, and data-driven strategies. The team’s goal is to create unforgettable, delight-filled experiences for our guests.

Reporting directly to the GM of Product & Customer Strategy, this influential role leads a talented team of three and offers exceptional visibility with senior leadership. You’ll collaborate closely with experts who bring deep experience from top-tier management consulting and the dynamic aviation sector.

Further responsibilities include:

• Own and develop our customer value proposition (4 key pillars, 3 key customer segments) and ensure this is delivered across the business
• Be the custodian of Virgin Australia’s program of work to lead the CVP
• Lead identification of key gaps in Virgin Australia’s program of work, identify where changes are required to refocus on customers and create more value for our guests
• Manage projects to deliver on the CVP – working closely in partnership with teams across the organisation
• Continuously improve the overall customer experience through journey mapping and ideation of future experiences
• Use voice of customer / insights to drive action plans and understand customer needs
• Own Net Promoter Score (NPS) within Virgin Australia
• Lead customer insights – at a NPS, episode, sub-episode level
• Communicate to a wide variety of stakeholders to design and drive delivery of customer-driven projects, including our frontline
• Establish and lead cross-functional teams to effectively manage projects that will deliver on the CVP
• Lead preparation of ELT and Board level presentations
• Provide strong and visible leadership to Customer Strategy team
• Maintain and cultivate a high performance and customer centric culture

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

• Management Consulting (5-10 years) experience in a Strategy focused team
• Played a leadership role in developing and executing an integrated customer experience strategy underpinned by VOC, analytics, and digital tools
• Programme Leadership & Ability to execute transformational and strategic customer programs and projects to deliver against agreed KPI’s
• Confidence with presenting succinct and insightful slide decks to executive leadership teams
• Have led high performing teams and has experience uplifting capability and engagement
• Genuine interest in the aviation industry
• Brisbane location preferred

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.