Apply for the Manager, Product Customer & Experience role at Virgin Australia.
Hello. We're Virgin Australia – an airline that's always done things a little different. We're on a mission to make flying better than 'nice', and it takes a team of talented people passionate about customer experience, safety and inclusion.
The role
As the Manager, Product, Customer & Experience, you'll lead the development and delivery of the Virgin Australia Business Flyer (SME) product strategy. This role owns the end‑to‑end product and customer roadmap ensuring every initiative supports member growth, engagement, and exceptional customer experience.
You'll design and execute a roadmap that aligns with broader business and group strategy, driving measurable improvements in customer satisfaction (NPS) and commercial performance, from identifying new opportunities to optimising customer support channels.
Responsibilities
* Lead the development and delivery of the Virgin Australia Business Flyer product roadmap, ensuring alignment with business strategy and customer needs.
* Drive customer experience excellence by owning NPS outcomes and championing the voice of the customer across all initiatives.
* Identify and deliver product and customer enhancements that strengthen member engagement, retention, and program value.
* Act as a trusted advisor to senior leadership, providing insights, updates, and recommendations on SME program performance and opportunities.
* Collaborate across teams and functions (including Velocity and Commercial) to deliver strategic projects and transformation initiatives.
* Leverage data and market insights to inform product decisions, prioritisation, and continuous improvement.
* Lead, coach and develop a high‑performing team, fostering capability growth, collaboration and a customer‑first culture.
What you need to be successful
* Tertiary qualifications in Business, Commerce, Analytics, Marketing or a related discipline.
* Postgraduate qualification (MBA or equivalent) highly regarded.
* Proven experience in product management, customer experience or commercial strategy roles within a complex or fast‑paced organisation.
* Strong ability to translate customer insights and data into actionable product and service improvements.
* Demonstrated success in leading cross‑functional teams and managing multiple priorities to deliver strategic outcomes.
* Excellent stakeholder engagement and communication skills, with the ability to influence at all levels of the business.
* Commercially minded, with experience in balancing customer outcomes with business performance and revenue growth.
* Confident in using data and analytics tools to support decision‑making and measure impact.
* A collaborative, forward‑thinking leader who thrives in a dynamic, customer‑focused environment and brings passion for continuous improvement.
What you'll get from us
* Heavily discounted air travel for you and your loved ones (including $1000 worth of travel credits per year)
* Flexible working arrangements (including work hours and work from home)
* Discounts on travel insurance, car hire, accommodation and experiences worldwide
* Hospitality, retail, technology, beauty services and wellness discounts
* Wellness support, including the betterme digital wellbeing platform
* A comprehensive Employee Assistance Programme, which offers confidential coaching and support from qualified professionals for all aspects of life – physical, mental, social and financial
* Dress for Your Day – enjoy the freedom to wear whatever is appropriate for the type of work you do and the day you have ahead of you
Equality rules
We're all individuals. 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.
Ready to apply? We're ready to hear from you. Apply now. We review applications as they come through and do not close the job until we have filled the position.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Airlines and Aviation
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