About us
Our vision is to build the airline people love, and we’ll do that by having happy people, happy customers, happy owners, by doing what matters, and by ensuring everyone is safe, always. We also believe that how you show up is as important as what you do.
About the role
The objective of the Head of Digital Delivery role is to lead the development and delivery of Virgin Australia’s digital experience roadmap. This includes responsibility for strategic alignment, objective setting, prioritisation and sequencing along with agile ways of working, capacity planning, squad utilisation and benefit realisation. You will ensure the commercial viability of our digital experiences, throughout the customer journey and alignment with our strategic goals. The objective of this role is to drive customer focus, business alignment and team culture for our digital squads, making the Virgin Australia and Velocity websites and mobile apps as loved as our airline.
Key accountabilities:
- Define and manage the prioritisation framework and planning cycle to optimise digital squad capacity and deliver value at scale
- Lead and facilitate program and roadmap prioritisation in close collaboration with senior business stakeholders and Product Managers
- Develop consistent approaches for agile prioritisation, OKRs, performance and benefits measurement and program planning
- Develop regular portfolio reporting that provides visibility to key stakeholders; including forward view on deliverables and value, tracking metrics and benefit realisation across the digital portfolio
- Ensure that commercial objectives and end-to-end customer experience are considered in all digital delivery
- Facilitate and champion the use of enterprise systems and tools to plan, deliver and track progress including ARC Transformation tool, Jira, Confluence etc
- Lead the digital squads to deliver constant improvement to the digital channels and drive customer and commercial benefits.
- Scale our ways of working using agile and customer-focused design-thinking principles across all squads and direct channel experiences
- Develop accurate squad capacity and velocity measurement to improve visibility and consistency of digital delivery across the portfolio
- Manage program budgets to ensure that we are meeting commercial and finance targets, with the most effective use of squad capacity
- Manage delivery vendors and partners to drive cost effectiveness
- Provide leadership and direction to Product Owners, Producers and the digital squads ensuring they are fully utilised and deliver against agreed milestones set by business priorities
- Manage key internal relationships with Experience Design, Product Managers, Commercial, Customer Experience, Technology and Operations to ensure improvements are shipped as efficiently and cost effectively as possible
What we’re looking for:
- Relevant Bachelors Degree
- 5+ years experience in mid-senior level role in CX, product development, digital or technology
- 2+ years experience working in agile environments
- Demonstrated track record in delivering complex projects and/or transformation programs
- Proven experience in business performance reporting for senior-level audience
- Team player with high levels of empathy, resourcefulness and results-orientation
- Ability to navigate ambiguity and uncertainty through scenario planning and risk management approaches
- Highly developed stakeholder management skills with ability to interact at all levels of a complex organisation
- Relevant background in strategy, finance or portfolio delivery.
Desirable skills
- Recognised Agile Project Management qualification
- Airline and/or travel industry experience
- Data mining skills
- Understanding of consumer loyalty programs
Virgin Australia Group is a major Australian airline headquartered in Brisbane, Australia. The company operates scheduled domestic and short-haul international flights, charter and cargo services, and the award-winning loyalty program Velocity Frequent Flyer. The Group has been a competitor in the Australian aviation landscape for more than 20 years.
Since November, Virgin Australia has been working on a plan to set itself up for future success. The Group has worked to ramp up flying, simplified its organisational structure, confirmed plans for 25 new 737 aircraft to renew and grow the fleet, and signalled deeper investment in technology and customer experience.
The Marketing Technology Centre of Excellence leads the strategic direction and provides product ownership of Virgin Australia Group’s marketing technology assets and associated data and integrations. The team sits within Velocity’s Platforms and Personalisation function, supporting both Velocity’s digital marketing, personalisation and loyalty solutions, and digital marketing and personalisation across the Group.
For the health and safety of staff and guests, Virgin Australia has implemented a mandatory COVID-19 Vaccination Policy. New staff will be required to comply with the Policy which includes being vaccinated against COVID-19 prior to 31 March 2022 and providing Virgin Australia with evidence of your vaccination status.