Customer Accessibility and Inclusion Lead 

• Full-time, Brisbane based role 

• Strong career progression opportunities in a high-performing team 

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.  

Our accessibility ambition is to be brilliant at getting it right for guests with a disability, every time they travel with us. We believe air travel should be safe, dignified, accessible for all guests, every time.  

Applicants with lived experience of disability or neurodiversity are encouraged to apply. If you require adjustments at any stage of the recruitment process or in the workplace, please let us know. 

What you’ll be doing 

The objective of the Customer Accessibility and Inclusion Lead role is to develop and drive VA’s accessibility strategy, build the accessibility product roadmap and be the custodian for the end-to-end accessible customer experience. This role will work across the organisation to design and deliver an inclusive, accessible flying experience for Virgin Australia’s guests with disability and neurodivergence and help to build Australia’s most-loved airline. You will ensure accessibility is integrated throughout products and the end-to-end guest experiences. 

The Customer Accessibility and Inclusion Lead will play a pivotal role in shaping and owning VA’s accessibility roadmap, including from strategy to execution.  This role will work collaboratively across the business, including with Digital, Technology, Guest Relations, Airport and In-flight teams, advocating for the equitable participation of people with disability and neurodivergence in Virgin Australia’s service offerings. This role will be the business owner of several key projects with high customer value, with responsibilities to include advocacy, design, planning, and execution. 

Further responsibilities:  

• Be a custodian of Virgin Australia’s Accessibility strategy, supporting its delivery across the business  
• Lead the execution of Virgin Australia’s accessibility road-map, focusing on transforming the end-to-end customer journey and working in close partnership with various technology and operational teams  
• Manage project scoping, business case development and delivery  
• Proactively seek to improve the overall accessibility of customer experiences through journey mapping, ideation of future experiences, industry trends, and customer feedback 
• Run Virgin Australia’s external Accessibility Advisory Panel, developing agendas, engaging with participants and leading the sessions 
• Build strong relationships with internal stakeholders across the Virgin Australia Group 

You’ll be great in this role if you have… 

• Tertiary qualifications in Business, Public Policy, Allied Health or a related discipline  
• Minimum 5+ years’ experience in an Accessibility or community consultation role within a large, complex organisation 
• Knowledge of accessibility legislation and inclusive design frameworks
• Track record in product management – including product development, ownership and continuous improvement 
• Expertise in using customer insights and research to drive product decisions  
• Experienced in program/project management including excellent organisation skills and time management  
• Strong collaboration and stakeholder management skills, with experience working with diverse, cross-functional teams in large, complex organisations, including with community groups and people with lived experience of disability or neurodivergence 
• Ability to seek consensus and build alignment in situations where there are differences of opinions 
• Strong communication skills, including proficiency in Microsoft Word, PowerPoint and Excel  
• Proven ability to work proactively, as part of a supportive and high performing team 

Virgin Australia is committed to a fair and inclusive selection process, applicants with a disability or who are neurodivergent and don’t meet all criteria are encouraged to apply and demonstrate their potential. If you require adjustments at any stage of the recruitment process or in the workplace, please let us know.