• Brisbane based ideally – Sydney / Melbourne will be considered

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. We blend heart and smarts to deliver experiences that feel good, work brilliantly and bring a spark of fun back to flying and built around giving our guests real choice.

What you will be doing:

At Virgin Australia we are committed to making every customer experience better than the last. When things don't go to plan, our Customer Advocacy team steps in to resolve our most complex and sensitive customer matters with fairness, empathy and integrity.

We're looking for a Customer Advocacy Analyst to transform customer insights into meaningful business improvement. If you're naturally curious and love uncovering insights from data, you'll play a key role in strengthening Virgin Australia's customer advocacy capability as we prepare for the Aviation Industry Ombuds Scheme.

As part of the Customer Advocacy team, you'll work closely with Customer Experience, Operations and senior stakeholders to identify trends, uncover root causes, support regulatory reporting and drive improvements that strengthen customer trust and protect Virgin Australia's reputation.

Reporting directly to the Head of Customer Advocacy you will:

• Analyse customer advocacy and complaints data to identify trends, root causes and emerging risks

• Deliver meaningful insights and recommendations that improve customer outcomes and business performance

• Develop and maintain dashboards, reports and performance metrics, using modern reporting, automation and AI-enabled tools to support operational leaders and executive stakeholders

• Support Aviation Industry Ombuds, regulatory and governance reporting requirements

• Monitor data quality, reporting accuracy and emerging customer or reputational risks

• Partner with Customer Advocacy, Customer Experience and operational teams to drive continuous improvement initiatives

• Identify systemic customer pain points and contribute to initiatives that enhance complaint management and the overall customer experience

You'll be great in this role if you have:

• Experience analysing customer, complaints or operational performance data

• Strong experience developing dashboards and reporting using Power BI, Tableau, Excel or similar BI tools

• The ability to translate complex data into practical business insights and recommendations

• Strong analytical, problem-solving and root cause analysis capability

• Excellent communication skills with the confidence to engage and influence stakeholders at all levels

• Experience working with large datasets and multiple information sources

• Exposure to governance, regulatory or Ombuds reporting would be highly regarded especially within aviation or another highly regulated industry

• Experience with Salesforce, Qualtrics or other customer experience platforms would be highly desirable.

Your Benefits & Beyond

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 $1000 worth of travel credits per year)

• A flexible, hybrid work style. Work from home or the office, adapt your location to suit your style and needs

• 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 and the day you have ahead of you.

Next Steps:

Virgin Australia Group prides itself on recruiting the right people to meet the challenges ahead. No matter their role – our employees share an enormous amount of passion for our guests and ambition to be the most loved airline in Australia.

Virgin Australia is an equal opportunity employer and is committed to creating an inclusive culture and supportive environment for our people.

Ready to apply?

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