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. Here, you can bring your whole self, your Virgin Flair and your ambition to a team that champions individuality, innovation and heart.
Based in the Virgin Australia Brisbane Head Office, we're looking for a Product Lead – Airport & Lounge to help shape a seamless, safe and memorable guest experience across the entire airport journey from arrival and check-in through to our lounges, boarding and arrival at destination.
What you'll be doing
Reporting to the Head of Product Development and Delivery, you'll support the design and own the delivery of Virgin Australia's airport experience strategy. This is a hands-on product and customer experience role where you'll work closely with airport operations, frontline teams, internal stakeholders and external partners to improve the simplicity, consistency, quality and efficiency of the guest journey. Your portfolio will span all ground-based experiences, including airport touchpoints, Virgin Australia Lounges and Beyond Lounges.
You'll be responsible for:
- Translating Virgin Australia's customer strategy into practical airport and lounge concepts that improve the guest journey.
- Using customer insights, frontline feedback, operational data and market trends to identify opportunities for improvement.
- Developing experiences that balance guest expectations, operational realities, safety requirements and commercial outcomes.
- Managing the scoping, design and delivery of priority airport and lounge initiatives.
- Developing business cases and recommendations for new or improved products and experiences.
- Leading product activity from early concept and testing through to launch, review and continuous optimisation.
- Partnering with airport operations, cross-functional teams, external partners and suppliers to deliver improvements.
- Supporting frontline teams to understand and successfully implement new customer experiences.
- Monitoring performance against agreed objectives, timelines and budgets, and preparing insights and recommendations for senior stakeholders.
Essential Requirements
- Experience in product management, customer experience, airport operations, service design, operational improvement or travel and hospitality.
- A strong track record in product design, development and delivery.
- Product design or user experience design capability.
- Strong stakeholder management, planning, analytical and delivery skills.
- The ability to balance customer, commercial and operational priorities.
- Experience working in complex, cost-sensitive and operationally demanding environments.
- A strong understanding of customer-led product development and frontline delivery.
- The ability to turn customer and operational insights into practical improvements.
Desirable
- Experience within aviation, airports, passenger services, lounges, transport or customer operations. Knowledge of passenger flow, airport partners, disruption management, journey design, process improvement or service recovery would also be valuable.
Benefits
- Discounted flights for you and your loved ones (including $1000 worth of travel credits per year).
- A flexible, hybrid work style, from home or one of Brisbane's most admired head office locations at South Bank.
- Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide.
- Cheaper hospitality, retail, technology, beauty and wellness services.
- Free counselling and access to a wellbeing app to support your physical, mental, social and financial health.
- 'Dress for Your Day' – enjoy the freedom to wear whatever makes you feel great for the type of work you do.
We're all individuals, and we love that. Virgin Australia encourages applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, the LGBTQIA+ community, and anyone else who wants to join the family.
How to Apply
We're ready to hear from you. Apply now.