Channel Optimization Analyst

1 month ago


Melbourne, Australia Jetstar Full time

Join the Jetstar team at a pivotal moment in our history as we embark on a new era of low fares travel. As we emerge from the pandemic, the outlook for our domestic and international flying is very strong and our teams are excited to welcome our new A321LR Neo’s as we continue on our mission to offer all day, every day low fares so more people can fly to more places, more often.

**About the role**

The Channel Optimisation Analyst is tasked with optimising customer and commercial value from our digital distribution channels. Your responsibilities will include business engagement and analysis and documentation of processes and workflows, with a focus on challenging legacy processes and notions. The Channel Optimisation Analyst will work with Channel Owners and stakeholders and drive value through continuous improvement of business processes and identifying lean and efficient solutions that improves customer experience throughout the customer journey. Distribution compliance is also a key focus area of this role.

**Reporting to the **Senior Manager, Channels, Payments and Fraud**, the key responsibilities of this role include**:

- Identify opportunities to continuously improve the collection and quality of passenger contacts to enhance customer communication
- Provide insights from NPS reporting to assist Channel Owners to continuously improve customer satisfaction
- Implement metrics and regular monitoring of distribution compliance with a focus on evolving technology and booking behaviour trends
- Provide analytical support to drive simplification of digital platforms and channel optimization
- Provide analysis and market research to support the evolution of our API distribution
- Review and documentation of processes, policies and standard operating procedures, including training material for our offshore support team with the aim of delivering internal efficiencies
- Analysis and documentation of workflows for revenue integrity initiatives
- Optimize roles and access rules to deliver the right customer and commercial outcomes throughout the customer journey
- Drive business improvement initiatives and challenge legacy processes and notions and support evolution of our channels to meet changing customer expectations
- Continuously identify opportunities to reduce cost, address revenue integrity gaps and increase efficiencies

**To be successful in this role, you will demonstrate the following skills & experience**:

- Business process improvement experience
- Comfortable with data and analysis
- Visio experience preferred
- Familiarity with Agile methodologies and software tools preferred
- Working in a fast-paced environment across distributed teams and a broad stakeholder group
- Experience in aviation and / or travel-related industry preferred but not essential

**About Us**

The Jetstar Group is one of the largest low-cost airline groups in the Asia Pacific by revenue and has flown more than 300 million passengers since it launched in 2004. Collectively the Jetstar Group offers more than 5,000 (pre-COVID) flights a week to 58 destinations in 18 countries and territories across the Asia Pacific region. The Group operates a fleet of more than 90 aircraft, including Airbus A320-200, Airbus A321 and Boeing 787-8.

**Applications close: Friday 10th March 2023**

R85506



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