Customer Journey Officer

Overview

Job Description

Play a pivotal role in customer care & disrupt management at our Jetstar Operations Control Centre (JOCC)

- Enjoy the flexibility of 24/7 shift work, based at our Head Office in Collingwood
- Take off with exclusive employee perks, including our world-class staff travel program
- 1 x Permanent position and 1 x Fixed Term (12 Month) position

If you’ve ever thought about a career in aviation - now is the perfect time to take off with Jetstar 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.

Customer Journey Officer, you will work with Operations and Airports in the critical role of coordinating and communicating all disrupt activity to our customers. You will be a vital part of the Customer Journey team within the Jetstar Operations Control Centre in a 24/7 shift work environment. Lead by the Customer Manager, the team is responsible for leading, managing and coordinating customer movements at a network level. The role is accountable for conceptualising and handling movements within a seven-day window. In addition, the role of Customer Journey team is to be a central escalation point for Australia, New Zealand and International airport teams, with respect to customer disruption, critical system outages impacting customers and a point of escalation regarding policies and procedures.

With a customer and commercial focus, the role collaborates closely with the wider Operations team to reach the best outcomes for Jetstar customers, ensuring that they will make it to their destination.

The successful candidate will have strong problem-solving skills and an ability to adapt to a dynamic, high-pressure and time sensitive operational environment. In addition, you will pride yourself on your clear communication skills and a collaborative approach to deliver best-in-class customer outcomes.

Reporting to the Customer Managers, your key responsibilities will be to:

- Work closely with Operations to determine ideal customer recovery plans for flight disruption, balancing the best possible customer outcome, operational integrity and disruption cost
- Ensure front line staff, contact centres and customers are continually informed of events that may impact their journey, including cancellations, delays, oversales, diversions, significant events and service failures
- Proactively manage passenger disruption through re-accommodation on Jetstar services and partner airlines, whilst also overseeing capacity requests from other airlines
- Monitor the progress of disruptions to ensure policy and operational directives are adhered to
- Show initiative, pre-empting the effects of operational disruptions and intervening at the earliest opportunity to mitigate impacts to the customers’ journey
- Monitor the commercial profile of flights including capacity adjustments and implement stop sales for operational requirements whilst mitigating revenue leakage
- Liaise with border authorities to manage the repatriation of passengers who have been denied entry, highlighting certain cases of inadmissible passengers to airport departments for training and compliance. Work within a specific timeframe whilst balancing cost of new flights
- Maintain a thorough understanding of the Jetstar Group Disruption Management Policy and ensure an accurate application of this policy during disrupt scenarios
- Develop and maintain a high-level understanding of reservation, airport, disrupt and operations systems

To be considered for this role, you will have:

- Previous airline/airports experience is desirable
- Ability to adapt to a variety of disruption situations and think laterally
- Excellent written and verbal communication skills with the ability to communicate well with internationally based teams
- Ability to use initiative and strong attention to detail
- Customer focused and commercially minded
- Excellent time management and problem-solving skills
- A self-starter who is team oriented, disciplined and able to self-manage to achieve high levels of accuracy, productivity and efficiency
- A combination of well-developed conceptual, analytical and planning skills
- Demonstrated commitment to safety

About Jetstar

The Jetstar Group has airlines in Australia/New Zealand, Singapore and Japan. Launched in 2004, we have grown from a team of 700 to 7,600 and have flown more than 250 million passengers. Collectively we now offer more than 5000 flights a week to more than 85 destinations in 17 countries and territories across the Asia Pacific region, with a fleet of more than 130 aircraft.

Our Culture

Jetstar is alive with a sense of adventure. Day in and day out, our teams search for new places to fly, new ways to add value and new ideas to improve performance. If you love the road less travelled, you’ll love working here because ours is a team who innovate every day, thrive on delivery, support each other and celebrate our successes. You’ll be supported to challenge, anticipate and explore while you work will connect people and enrich lives. We encourage diversity and aim to create an environment where our employees feel valued, respected and enabled.

Our Benefits

Team members have access to 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.

Inclusion and Diversity

Jetstar is an equal opportunity employer, so by coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or accessibility requirements, we encourage you to advise us at time of application. If you’re ready to step into a culture that will challenge and excite you, submit an application and let’s explore how we go places together.

Applications close: Tuesday 30th September 2025

Please note: applications will only be considered for candidates who have the right to work in Australia/New Zealand without restriction or sponsorship.

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