Hello. We’re Virgin Australia. We’re the airline that’s always done things a little different. Our way. The Virgin way. We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety – in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions.

What You’ll Be Doing:

Based at Virgin Australia’s HQ in South Brisbane, the Senior User Experience Researcher role supports guest-facing digital delivery squads, directly impacting business revenue and guest experience. This position focuses on applying User Experience Design research and best practices across our web and mobile app channels.

In this role, you will:

• Plan, design, and conduct qualitative and quantitative user research studies, including interviews, usability testing, surveys, and ethnographic research, to gather insights that inform design decisions and product development.
• Analyse research data to identify patterns, trends, and actionable insights, presenting findings in a clear, concise, and visually engaging manner to stakeholders across the organisation.
• Collaborate closely with product managers, product owners, designers, and developers to integrate user insights into the product lifecycle, from ideation to post-launch improvements.
• Develop user journeys using data and customer feedback to surface pain points and opportunities for enhancing the digital experience, proactively communicating with stakeholders to share relevant updates.
• Lead UX design methodologies and processes for briefs, problems, or initiatives to achieve successful customer and business outcomes.
• Champion user needs by advocating for research-driven decision-making and ensuring a focus on usability, accessibility, and customer-centric design principles.

 You’ll be great in this role if you

• Bachelor’s degree in design field or equivalent work experience.
• A bachelor’s degree in a research, design, or related field, or equivalent work experience.
• Extensive experience in conducting UX research, with a solid understanding of research methodologies and best practices.
• Experience leading large research projects and managing stakeholder expectations on scope, delivery, and outcomes.
• Strong skills in synthesising and analysing research data to identify actionable insights.
• Experience facilitating research workshops or presentations to align stakeholders on findings and drive collaborative solutions.
• Proficiency in research tools like Qualtrics, Askable, Adobe Analytics, and Glassbox (or similar).
• A strong portfolio showcasing research projects and their impact on product development.
• Familiarity with usability and accessibility standards and a commitment to creating inclusive digital experiences.
• The ability to balance user needs, business objectives, and technical feasibility to influence outcomes and deliver optimal solutions.

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):

• 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
• 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

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 LGBTQI+ community, and anyone else who wants to join our family.

Ready to apply?

We’re ready to hear from you. Apply now.