Service Enablement Lead - Hybrid & Travel Perks

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

Benefits offered by this job

Discounted flights for you and your;

Flexible hybrid work style

South Bank head office location

Discounts on travel insurance, lounge,

Free counselling and wellbeing app

Dress for Your Day

Job summary

Virgin Australia seeks a passionate professional to lead service design and enablement across Guest and Member Contact Centres, airports, lounges and onboard. You will turn service standards into practical plans, coordinate delivery with frontline teams and measure readiness and adoption for continuous improvement.

With strong facilitation and stakeholder engagement skills, you’ll drive adoption across multiple locations, including offshore teams, and contribute to a culture focused on care,

Qualifications

• Significant experience in service enablement, change engagement or internal communications within a contact centre or frontline operations environment.
• Proven track record building adoption of new service standards, processes and technology across large frontline audiences.
• Strong facilitation, co-design and workshop delivery skills with leaders and frontline teams.

Responsibilities

• Turn agreed standards and behaviours into engagement, learning and rollout plans; coordinate delivery with frontline and support teams; track readiness and adoption.
• Feed learnings from people, guests and members back to the Leader to improve delivery; support simple, easy-to-navigate experiences with digital services where they add value.

Skills

Service enablement

Change engagement

Internal communications

Facilitation

Co-design

Workshop delivery

Engaging leaders & frontline teams

Engagement planning

Readiness assessment

Adoption measurement

Stakeholder engagement

Written & verbal communication

Coaching leaders

Cross-location teamwork

Education

Qualification in organisational development / learning & development / behavioural science / hospitality / customer experience or business

Job description

Virgin Australia seeks a passionate professional to lead service design and enablement across Guest and Member Contact Centres, airports, lounges and onboard. You will turn service standards into practical plans, coordinate delivery with frontline teams and measure readiness and adoption for continuous improvement.

With strong facilitation and stakeholder engagement skills, you’ll drive adoption across multiple locations, including offshore teams, and contribute to a culture focused on care,