Service Engagement & Enablement Lead

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

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:

Reporting to the Leader, Service Design & Enablement, you’ll help bring our ambition to be Australia’s most loved airline and loyalty program to life across Guest and Member Contact Centres, airports, lounges and onboard, working with partners across Virgin Australia Group.

Heartbeat is Virgin Australia Group’s service culture program. It gives our people shared service behaviours and practical learning for caring, consistent experiences. In this hands‑on role, you’ll turn agreed standards and behaviours into engagement, learning and rollout plans; coordinate delivery with frontline and support teams; track readiness and adoption; and feed what you hear from our people, guests and members back to the Leader to improve delivery. You’ll support simple, easy‑to‑navigate experiences with digital services where they add value.

You’ll be great in this role if you:

• Significant experience in service enablement, change engagement, or internal communications within a contact centre or frontline operations service environment.
• A strong track record of building adoption of new service standards, processes and technology across large frontline audiences.
• Skilled in facilitation, co‑design and workshop delivery, with the ability to engage leaders and frontline teams in shaping and delivering change.
• Experience developing engagement plans, assessing readiness and measuring adoption and sentiment to improve outcomes.
• Experience engaging guests, members and internal and external stakeholders, including customer‑facing teams.
• Strong written and verbal communication skills, with the ability to turn service standards into practical leader guides, huddle content and frontline tools.
• Confident coaching and influencing leaders and building trusted relationships across operational and support functions.
• Cultural awareness and experience engaging across multiple locations or offshore teams; aviation, travel, hospitality or loyalty experience is highly regarded.
• Knowledge of change management approaches such as Prosci/ADKAR and frontline operating rhythms will be highly regarded.

A relevant qualification in organisational development, learning and development, behavioural science, hospitality, customer experience or business, or equivalent experience, is required.

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.