Product Optimisation Lead

Virgin Australia Group; Brisbane; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Discounted flights for you and your de

Flexible hybrid work style

Brisbane head office location near Sth

Discounts on travel insurance, lounge,

Wellbeing support and counselling

Dress for Your Day

Job summary

Virgin Australia Group is seeking a Product Optimisation Lead to drive platform and workflow improvements across our Customer Operations contact centres, including offshore teams. You will shape requirements for queues, routing, IVR and messaging, using data to identify opportunities and build business cases.

Working with Technology, Digital, Workforce Planning and vendors, you will deliver practical changes that enhance customer experience, reduce frontline effort and cost to serve, while

Qualifications

• Significant experience optimising contact centre technology and workflows in high-volume environments.
• Hands-on experience with contact centre platforms (Genesys Cloud, Salesforce) including queue, routing, IVR and messaging design.
• Proven track record delivering platform improvements with measurable business benefits.

Responsibilities

• Lead optimisation of platforms and servicing workflows across Customer Operations contact centres, including offshore teams, and translate priorities into a sequenced roadmap.
• Define operational requirements for queues, routing, voice menus and messaging flows; build business cases and track improvements in customer effort and cost to serve.

Skills

Contact centre optimisation

Genesys Cloud

Salesforce

IVR design

Data-driven improvements

Excel/Power BI/SQL

Roadmapping

Stakeholder collaboration

Education

Tertiary qualification in Business/Information Systems/Engineering or related discipline

Tools

Genesys Cloud

Salesforce

Power BI

SQL

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/your impact:

As Product Optimisation Lead, you'll lead the optimisation of platforms and related servicing workflows across our Customer Operations Contact Centres, including offshore teams. Working across Genesys Cloud, Sabre, Salesforce and their integrations, you'll turn operational priorities into a sequenced roadmap that supports the move to messaging, AI-enabled service and automation, while making service easier for guests, members and our people.

As the Customer Operations business owner for contact centre platform optimisation, you'll shape operational requirements for queues, routing, voice menus and messaging flows. You'll use data to drive opportunities, build business cases and track improvements in customer effort, repeat contact, transfers and cost to serve. Working with Technology, Digital, Workforce Planning, Business Improvement, Service Design, vendors and operational leaders, you'll deliver practical changes that meet internal customer needs and support consistent service.

You'll be great in this role if you:

• Bring significant experience in optimising contact centre technology, systems and related servicing workflows in a high-volume service environment.
• Have hands-on experience with contact centre and customer relationship management platforms, including Genesys Cloud and Salesforce, and with queue, routing, interactive voice response (IVR) and messaging flow design.
• Have a strong track record of delivering platform improvements, process simplification or automation with measurable benefits for customer experience, frontline effort or cost to serve.
• Use operational and system data to identify and size opportunities; experience with Excel, Power BI or SQL will be valuable.
• Translate operational problems and internal customer needs into clear requirements, acceptance criteria, prioritised roadmaps, business cases and benefits tracking.
• Build strong partnerships with Operations, Technology, Digital, Workforce Planning, vendors and offshore teams to influence priorities and deliver system changes that work for the frontline.
• Apply continuous improvement, process mapping, Lean problem solving and root cause analysis to platform and workflow optimisation.

• Bring a tertiary qualification in Business, Information Systems, Engineering or a related discipline, or equivalent experience. Platform, Lean Six Sigma or project and agile certifications will be highly regarded.

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.