Director, Service Design & Enablement

Virgin Australia Group; Brisbane; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Discounted flights

Hybrid work style

South Bank HQ location

Wellbeing app

Dress for Your Day

Job summary

Virgin Australia Group is seeking a Leader, Service Design & Enablement to set the direction for service design across Guest and Member contacts, airports, lounges and onboard experiences. You’ll translate ambition into connected journeys, establish Heartbeat as the service culture program, and shape services that are easy to navigate with digital support where it adds value.

You’ll lead initiatives across discovery, design, validation, launch and evaluation, partnering with Operations, Product,

Qualifications

• Senior service design or customer experience leadership with a track record in complex, high-volume ops.
• Experience building and guiding service design practices across multiple touchpoints.
• Strong ability to translate strategy into connected journeys and concrete procedures.

Responsibilities

• Set group-wide service design direction using insights and data.
• Lead integrated service design practice with journey mapping and blueprints.
• Own Heartbeat program direction, embedding behaviours through learning and reinforcement.
• Lead initiatives from discovery through launch, adoption and evaluation with cross-functional partners.
• Build feedback loops with guests and frontline teams to improve service ease and satisfaction.
• Develop and coach a high-performing team and influence senior stakeholders.

Skills

Leadership

Service design

Human-centered design

Journey mapping

Education

Tertiary qualification

Job description

Virgin Australia Group is seeking a Leader, Service Design & Enablement to set the direction for service design across Guest and Member contacts, airports, lounges and onboard experiences. You’ll translate ambition into connected journeys, establish Heartbeat as the service culture program, and shape services that are easy to navigate with digital support where it adds value.

You’ll lead initiatives across discovery, design, validation, launch and evaluation, partnering with Operations, Product,