Leader, Service Design & Enablement

Virgin Australia; Brisbane; Hybrid; AUD 140,000 - 170,000; Full time

Benefits offered by this job

Flight discounts

Hybrid work arrangement

Onsite gym & facilities at head office

Job summary

Virgin Australia is seeking a Senior Leader, Service Design & Enablement in Brisbane. You will set direction for service design, standardising and enabling experiences across Guest and Member Contact Centres, airports, lounges and onboard.

You’ll translate ambition into connected journeys, establish Heartbeat’s evolution, and build capability to support teams in delivering caring, consistent experiences with digital support where it adds value.

Qualifications

• Senior experience in service design or customer experience leadership.
• Evidence-led prioritisation and change leadership.
• A tertiary qualification or equivalent experience is required; aviation, travel, hospitality or loyalty experience is a plus.

Responsibilities

• Set the group-wide service design and enablement direction using insights and performance data.
• Establish and lead an integrated service design practice with human-centred design.
• Own Heartbeat’s direction and evolution and embed behaviours through learning and reinforcement.
• Lead service initiatives from discovery through launch and evaluation.
• Build feedback loops with guests and frontline teams to improve service.
• Lead and develop a high-performing specialist team and partner across functions.

Skills

Service design

People leadership

Stakeholder management

Customer experience

Change leadership

Education

Bachelor's degree or equivalent in relevant field

Job description

We’re the airline that dares to be different, bold, down-to-earth and built around giving our guests real choice. Safety is our backbone, service is our heartbeat, and our people are our superpower.

At Virgin Australia, we’re on a mission to be Australia’s most loved airline, for our people, our guests and our owners and we’re looking for passionate talent to help take us even higher.

We’re vibrant, authentic and unapologetically human. Here, you can bring your whole self, your Virgin Flair and your ambition to a team that champions individuality, innovation and a whole lot of heart. If you’re excited by meaningful work, real opportunities to grow, and a culture where you can genuinely make a difference, you’ll feel right at home with us

What you’ll be doing and your impact:

Our ambition is to be Australia’s most loved airline and loyalty program, creating experiences our guests, members and people love. As Leader, Service Design & Enablement, you’ll set the direction for how service is designed, standardised and enabled across Virgin Australia Group - from our Guest and Member Contact Centres to airports, lounges and onboard.

You’ll translate that ambition into connected journeys, clear standards and confident service behaviours. You’ll set the direction for Heartbeat, Virgin Australia Group’s service culture program, and be accountable for its evolution. Heartbeat helps our people create caring, consistent experiences through shared service behaviours, learning and reinforcement. You’ll build the capability and confidence that help teams resolve and recover with care, and shape services that are easy to navigate, with digital support where it adds value.

In this role, you’ll:

• Set the group-wide service design and enablement direction, using guest and member insights, frontline feedback and operational performance data to prioritise the journeys that matter most.
• Establish and lead an integrated service design practice, using human-centred design, journey mapping, service blueprinting and co-design to create connected experiences, clear standards and practical procedures.
• Own Heartbeat’s direction and evolution, translating our service ambition into shared behaviours and defining how they are embedded through learning, leader support, recognition and reinforcement across our service teams.
• Lead service initiatives from discovery and design through validation, launch, adoption and evaluation, partnering with Operations, Product, Digital, Learning and change teams.
• Build strong feedback loops with guests, Velocity members and frontline teams, using what you learn to improve service ease, satisfaction, advocacy and operational performance.
• Lead and develop a high-performing specialist team; influence senior stakeholders and partner across Customer, Velocity, Cabin, Flight Operations, Airports, Lounges, Brand and our Philippines-based offshore team.

Bring senior experience in service design, customer experience or enablement, with a track record of improving end-to-end journeys in complex or high-volume operations. You’re a confident people leader and senior influencer, skilled in evidence-led prioritisation, change leadership and executive communication. A relevant tertiary qualification or equivalent experience is required; in addition to aviation, travel, hospitality or loyalty, omnichannel or digitally enabled service experience.

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.