Service Enablement Lead - Elevate Guest & Member Experience

Virgin Australia Group; Brisbane; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Discounted flights for you and your L–

Flexible hybrid work style

Brisbane head office location

Discounts on travel insurance

Lounge membership discounts

Wellbeing app and free counselling

Dress for Your Day

Job summary

Virgin Australia Group is seeking a passionate professional to help bring our service culture to life across Guest and Member Contact Centres, airports and onboard experiences. You’ll work with partners across the Virgin Australia Group to turn strategy into practical, actionable plans.

You’ll coordinate engagement and learning initiatives, track readiness, and support simple, easy-to-navigate digital services, with a flexible hybrid work style and Brisbane headquarters.

Responsibilities

• Support the service design & enablement initiatives across Guest and Member Contact Centres.
• Coordinate change engagement and internal communications within a large frontline operation.
• Develop adoption plans, measure readiness and feedback to improve delivery.
• Facilitate workshops and co-design sessions with leaders and frontline teams.

Job description

Virgin Australia Group is seeking a passionate professional to help bring our service culture to life across Guest and Member Contact Centres, airports and onboard experiences. You’ll work with partners across the Virgin Australia Group to turn strategy into practical, actionable plans.

You’ll coordinate engagement and learning initiatives, track readiness, and support simple, easy-to-navigate digital services, with a flexible hybrid work style and Brisbane headquarters.