Customer Value Lead

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.

We're looking for a commercially minded Customer Value Lead to help build Virgin Australia's Lifetime Customer Value capability and turn customer and commercial data into better business decisions.

Reporting to the Head of Customer Value Proposition & Insights, you'll work at the intersection of data, strategy and execution. You'll partner with technical teams responsible for the Lifetime Customer Value model and work with stakeholders across customer, loyalty and commercial teams to translate complex analysis into clear insights, strategic recommendations and measurable outcomes.

What you'll be doing

You'll help shape and deliver the Lifetime Customer Value strategy and roadmap, building organisational understanding and embedding customer value into the way Virgin Australia makes decisions.

You'll be responsible for:

• Supporting the development and execution of Virgin Australia's Lifetime Customer Value strategy and roadmap.
• Identifying and prioritising opportunities to embed Lifetime Customer Value into customer, loyalty and commercial decision-making.
• Partnering with data, analytics and modelling teams to translate complex customer and commercial data into clear, actionable insights.
• Leading targeted analyses to test business hypotheses and inform strategic recommendations.
• Developing concise, executive-ready narratives that make complex analytical findings easy to understand and act upon.
• Identifying, assessing and prioritising Lifetime Customer Value use cases based on potential value, feasibility and speed to impact.
• Working with business owners to design and implement customer value-led initiatives across personalisation, marketing, customer servicing, retention and offer strategy.
• Establishing test-and-learn approaches and measures of success to quantify the impact of customer value interventions.
• Building cross-functional working groups and driving alignment across business stakeholders, data teams and modelling specialists.
• Tracking delivery of the Lifetime Customer Value roadmap and communicating progress, learnings and value delivered to senior stakeholders.

You'll be great in this role if you:

• Have three to five or more years' experience in strategy, management consulting, customer analytics, commercial strategy or a similar role, supported by a relevant tertiary qualification.
• Have demonstrated experience using quantitative analysis and customer or commercial data to solve business problems and inform strategic decisions.
• Are confident translating analytical insights into practical business actions and measurable customer, commercial or financial outcomes.
• Have strong structured problem-solving skills, with the ability to break ambiguous business questions into clear hypotheses, workplans and recommendations.
• Are an excellent communicator who can move between detailed analysis and the broader strategic picture, including developing concise executive-level presentations.
• Have strong stakeholder management and influencing skills, with the ability to act as an effective bridge between business stakeholders and analytics or modelling teams.
• Are comfortable managing complex projects or workstreams, taking ownership and driving delivery through to implementation in an ambiguous environment.
• Bring experience in customer lifetime value, customer segmentation, personalisation, loyalty, CRM or working alongside data science and advanced analytics teams.

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:

• Discounted flights for you and your loved ones, including $1,000 worth of travel credits per year.
• A flexible, hybrid work style, with the ability to work from home or the office.
• Discounts on travel insurance, lounge membership, car hire, accommodation and experiences worldwide.
• Discounts across hospitality, retail, technology, beauty and wellness services.
• Free counselling and access to a wellbeing app to support your physical, mental, social and financial health.
• A comprehensive Employee Assistance Program offering confidential coaching and support from qualified professionals.
• 'Dress for Your Day' - enjoy the freedom to wear whatever is appropriate for the type of work you do and the day 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 LGBTQIA+ community and anyone else who wants to join our family.