Project Lead, Customer Experience

2 weeks ago

Melbourne, Australia Jetstar Full time

**Access to a range of employee benefits, including our world-class staff travel program**:

- **Enjoy the option of flexible working conditions, while working with a highly skilled team**:

- ** Full time permanent opportunity, based at our head office in Collingwood**

**_ If you’ve ever thought about a career in aviation — now is the perfect time to take off with Jetstar We are undertaking one of the biggest recruitment campaigns in our 19-year-history. Join us during an exciting period as we welcome more state-of-the-art aircraft, launch new international routes and continue our mission to help more people take off through low fares. _**

**The Opportunity
**Jetstar is currently recruiting for a Project Lead based at our Head Office located in Melbourne. As the **Project Lead Customer Experience**, you will take responsibility for driving in-flight retail sales and customer initiatives and implementing broader project requirements. Working closely with Ancillary, Customer, Service Training teams and Suppliers, you will be developing industry leading programs to help drive initiatives across the Jetstar Airways frontline team and customer experience.

Reporting to the Senior Manager Commercial Strategy this role is responsible for the implementation of all Customer Experience project requirements and is the main point of contact. This includes the development of project plans, management of project deliverables, effective communication with stakeholders, change management, training, vendor and resource management.

**The core responsibilities of this role are;**
- Develop and deliver best practice inflight sales programs, including development and ongoing review of sales training and market research to improve sales.
- Distribute and refine reporting on frontline sales and customer satisfaction scores to Jetstar management and frontline teams
- Consultatively influence improvements in the end-to-end in-flight retail experience.
- Establish key status reports and steering committee information that is fit for purpose.
- Prepare key stakeholders with relevant project detail to support steering committee and executive updates as needed.
- Manage and escalate project risk as required and according to Qantas Group Risk Framework.
- Document and organise all project related materials and ensure compliance with all required laws and company policies in the conduct of all projects.
- Develop budgets, targets and appropriate KPIs and establish and manage the reporting of required data.
- Work closely with suppliers to drive initiatives across the Jetstar Airways frontline team and customer experience.
- Provide project management expertise throughout decision and implementation process to ensure success.
- Manage full project life-cycle including business case development, project planning, execution to implementation and post implementation review

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

- Experience with inflight sales & customer satisfaction initiatives with frontline teams
- Experience in a numerically based airline, financial or business consulting role.
- Demonstrated project management experience including risk and change management capability.
- Excellent stakeholder management skills with a professional, proactive and positive approach.
- Ability to work in a high-pressure environment while managing multiple tasks simultaneously.
- Numerical, analytical and computer skills and the ability to use MS Office software, particularly Excel and PowerPoint.
- Forward thinking and ability to look at the big picture.

**What’s in it for you**
- Our team members enjoy access to unlimited heavily discounted fares to destinations all over the world - not only for team members, but for their favourite travel companions too. Our staff travel benefit includes discounts on airfares, accommodation, car hire and travel insurance for both domestic and international travel. Discounts can be used within the Jetstar Group airlines, Qantas and other partner airlines.
- Access to a range of salary packaging and leave benefits.
- As a member of the Qantas Group, you will have the opportunity to build a career across multiple functions, locations and airlines.
- Structured programs and resources to support your health and wellbeing and development.
- Talk to us about how we can make this role work flexibly for you such that you can achieve your potential.

**About Jetstar**

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, Airbus A321 and Boeing 787-8.
Jetstar's mission is to offer all day, every day low fares to ena

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