Passenger Experience Change Delivery Lead

Company Description

MAKE IT COLLABORATIVE

At Sydney Airport, the future of air travel is shaped by you.

As a team, we connect the world. More than just a hub of activity and boundless energy, we're creating a destination of amazing experiences. Like seeing wonderful moments unfold in front of you, knowing "I made that possible".

Dynamic. Fast-paced. We thrive in a place where fresh challenges land daily. Backed by positive and supportive team players and inspiring leaders, we adapt to change. Driven to grow. Owning every action. To do things better.

As smart, problem-solvers, we are always learning and growing. And that's easier to do alongside passionate experts, as we collaborate across teams readily sharing our knowledge.

Each day is a new journey, as we bring an exciting vision to life. With significant capital investment in new, improved infrastructure, there's never been a better time to expand your potential at Sydney Airport. The range of responsibilities and diverse pathways you can take on with us, are surprising.

We are SYD. United in the pride that comes with welcoming the world at Australia's premier gateway.

Job Description

About the role

Sydney Airport is recharging under its bold new strategy – Towards 2 Billion Passengers – and the Passenger Experience & Change Delivery Lead plays a pivotal role in bringing this vision to life. As part of the Passenger Experience & Change Delivery team, you'll lead the end-to-end delivery of initiatives that enhance the travel experience through SYD, from idea through to implementation and seamless operational integration.

This is a 24-month max-term contract opportunity which will see you drive innovation across technologies, services, and design to create a faster, more efficient, and enjoyable journey for passengers. If you're passionate about transforming complex challenges into smart, passenger-focused solutions in a fast-paced, high-impact environment, this role offers a unique chance to shape the future of Australia's busiest airport.

In this role, you will have the opportunity to

• Lead the end-to-end delivery of initiatives that enhance the passenger journey from home to gate, identifying pain points and implementing solutions that improve efficiency, comfort, and experience.
• Scope, test, and implement innovative technologies and service improvements that support passenger satisfaction and meet defined service metrics.
• Collaborate with internal teams and external airport partners to ensure initiatives are well planned, clearly defined, and seamlessly delivered across the airport environment.
• Use data, analytics tools, KPIs, and passenger insights to inform decisions, track performance, and drive continuous improvement in the passenger experience.
• Ensure all change initiatives are supported by robust implementation plans, including stakeholder engagement, risk management, and operational readiness.
• Stay across industry trends and global best practices to bring forward-thinking ideas to Sydney Airport and help shape the future of air travel.

About you

• Proven experience (5+ years) delivering complex transformation or operational change initiatives in large, fast-paced, customer-centric environments.
• Strong background in service design, change management, or continuous improvement, ideally with exposure to aviation or similarly complex industries.
• Exceptional communication and stakeholder management skills, with the ability to navigate competing interests and align cross-functional teams.
• Solid understanding of project and change management principles, with a hands-on, practical approach to delivering results.
• Ability to translate complex information into clear, concise insights tailored for senior stakeholders and decision-makers.
• Analytical mindset with proficiency in Microsoft Office tools, especially for presenting data and insights to drive informed decisions.

What we offer

To find out more about the amazing work environment here at SYD, be sure to check out the Join us section of Sydney Airport's website, where you can also see more about our flexible culture and work practices, alongside our other Employee benefits, or take a look at our LinkedIn Sydney Airport: Life page.

Make it Amazing

SYD is an Equal Opportunity Employer and encourages all suitably qualified applicants to apply, including First Nations Australians, and people from culturally diverse backgrounds.