Lead, Member Experience

Virgin Australia

  • Sydney, NSW
  • Permanent
  • Full-time
  • 30 days ago
Step into an exhilarating journey with Velocity Frequent Flyer Virgin Australia's award-winning loyalty program with over 13 million Members and counting. We make rewards fast and meaningful - from dream holidays and upgrades to retail, fuel, and everyday perks.Velocity is all about smart, simple, and speedy rewards. As part of our vibrant team, you'll help deliver unforgettable value to millions of Australians - all while enjoying the perks of working for one of the country's most loved travel brands.The Lead, Member Experience is responsible for shaping how our brand comes to life across the Member Journey. This role ensures consistent delivery of our Member Value Proposition while fostering emotional connections that build loyalty and differentiation. Acting as the strategic architect of the Member experience, the Lead translates brand strategy into meaningful, end-to-end interactions that resonate with Members and drive Customer Lifetime Value.In addition, you will:
  • Develop and implement the Member experience strategy aligned with brand positioning and the Member Value Proposition.
  • Identify and prioritise critical experience moments and develop initiatives that will influence Member loyalty, advocacy, and Customer Lifetime Value.
  • Establish and govern experience standards, principles, and measurement frameworks to ensure brand consistency across all touchpoints.
  • Define and monitor key Member experience metrics that correlate with commercial outcomes and maintain dashboards that drive organisational accountability.
  • Lead cross-functional initiatives to eliminate experience inconsistencies and gaps and elevate the overall experience
  • Collaborate with Customer Insights to capture and analyse Member sentiment, translating findings into actionable recommendations to continually optimise the experience.
You'll be great in this role if you:
  • 5 years' experience in customer or Member experience, loyalty, or related commercial functions.
  • Proven success leading cross-functional customer experience transformation initiatives.
  • Previous experience in a customer-centric organisations; experience in loyalty, digital, airline or travel industries is highly desirable.
  • Strong strategic thinking, balancing short- and long-term impact
  • Ability to craft and communicate compelling narratives that influence internal and external stakeholders.
  • Skilled in identifying and solving complex problems through design thinking or service design approaches.
  • Proficient in PowerPoint and Excel; experience with NPS, CSAT CLV, CES, and conjoint analysis is advantageous.
What you'll get from us:We're committed to looking after you, with some of the best benefits and conditions in the industry - including (but not limited to):
  • Generous bonus structure on achieving OKR's
  • 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
  • Discounted Virgin Australia Lounge Membership
  • Hospitality, retail, technology, beauty services and wellness discounts
  • Wellness support, including the Converge digital wellbeing platform
  • A comprehensive Employee Assistance Program, 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 LGBTQIA+ community, and anyone else who wants to join our family.Ready to apply? We're ready to hear from you. Apply now.

Virgin Australia