• This is a 12-month, maximum-term parental leave cover position, with career progression opportunities.
• Brisbane location preferred

Hello. We’re Virgin Australia.

We’re the airline that’s always done things a little different. Our way. The Virgin way.

We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety – in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions.

Manager, Product and Customer Strategy

The Manager, Product and Customer Strategy, you will play a pivotal role in shaping the future of Virgin Australia’s end-to-end customer experience. This role leads the design, development and strategic improvement of products and services across the entire customer journey – ensuring we deliver a consistently excellent, uniquely Virgin experience.

Working closely with senior leaders across Digital, Commercial, Cabin Crew, Operations, and Brand, you will identify customer insights, market trends and commercial opportunities that elevate our offering and strengthen our competitive position.

What you’ll be doing

• Leading the development of Virgin Australia’s customer and product strategy, ensuring alignment to business goals and customer expectations.
• Overseeing the delivery of major customer programs, working closely with cross-functional teams including Digital, Operations, Cabin Experience, Loyalty, Brand and Finance.
• Owning the vision and roadmap for key customer products and experience improvements across the full travel journey.
• Using data, research and insights to identify customer pain points, commercial opportunities and areas for innovation.
• Managing and prioritising a portfolio of customer experience initiatives to drive measurable improvements in satisfaction and brand perception.
• Building business cases, briefing senior leaders, and ensuring initiatives deliver value, feasibility and alignment with our safety culture.
• Leading a high-performing team, fostering a culture of collaboration, accountability and continuous improvement.

You’ll be great in this role if you have…

• Significant experience in a Management Consulting Strategy team, or an inhouse Strategy team
• Leadership experience (managing direct reports) and experience developing and mentoring others
• Strong commercial acumen with the ability to translate customer insights into strategic recommendations.
• A proven record leading cross-functional initiatives and influencing senior stakeholders.
• Experience managing complex programs of work with competing priorities.
• High-level analytical, problem-solving and critical thinking skills.
• A passion for customer advocacy and the ability to think both creatively and systematically.
• Exceptional communication and storytelling skills.
• Experience in aviation, travel, consulting, or large consumer-facing businesses (advantageous but not essential).

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 travel credits per year).
• A flexible, hybrid work style – work from home or the office, whatever works best for your day.
• One of Brisbane’s most admired head office locations at South Bank with transport links, great food options, a rooftop restaurant, onsite gym and the Parklands right across the road.
• Discounts on travel insurance, airport lounge membership, car hire, accommodation, and global experiences.
• Cheaper hospitality, retail, technology, beauty and wellness services.
• Free counselling and access to a wellbeing app supporting physical, mental, social and financial health.
• ‘Dress for Your Day’ – wear what makes you feel great.

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 LGBTQIA+ community, and anyone else who wants to join our family.

Ready to apply?

We’re ready to hear from you. Apply now.