Senior Service Design & Enablement Lead

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

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.