Manager, Airport Experience Transformation

Exciting and new opportunity focused on customer experience transformation
- Permanent full-time position based in Melbourne

The Opportunity

With many of the Airports we operate to undergoing major redevelopment, new destinations becoming part of our network, and technology and digital advancements, we have an opportunity to transform the airport experience for our customers and our people.

The Manager, Airports Experience Transformation, is a new role, focused on identifying and implementing innovative solutions to improve the airport customer experience for Jetstar customers. It will also focus on ensuring our frontline teams are fully equipped with the right tools and technology to deliver exceptional experiences for our customers.

Reporting to the Senior Manager, Airport Customer Experience, this role will collaborate closely with internal stakeholders in our Customer, Digital and Technology teams. This role spans across all Jetstar Airports, both domestically and internationally.

The core responsibilities of this role will be:

- Supporting the development and execution of a refreshed airport customer experience strategy in close collaboration with Customer, Technology and Digital teams
- Supporting the development and execution of a refreshed frontline enablement strategy for our customer facing team members
- Benchmarking against industry best practice to drive continuous improvement
- Identifying and implementing tools, processes, and training to improve the airport experience
- Leading cross-functional teams and forums to prioritise and deliver innovation, technology and digital initiatives
- Executing trials, managing and executing change

To be considered, key skills and experience will include:

- Tertiary qualifications in aviation or a related discipline (desired), or demonstrated experience in Customer experience and Technology.
- Demonstrated experience within aviation and/or travel related industry preferred
- Professional certifications in areas such as Lean Six Sigma; Agile Project Management; or Customer Service and Technology
- Proven ability to lead large-scale transformation initiatives, including digital, operational, and cultural change
- Demonstrated experience managing stakeholders at all levels of the organisation including executive and senior management
- Strong commercial acumen and understanding of commercial practices
- Strong conceptual thinking and ability to develop and document strategies and proposals
- Knowledge and understanding of aviation & travel technologies

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
- Applications close: Thursday, 24th July 2025_

About us

We're Jetstar. You may know us for our famous low fares, but did you also know that we've flown more than 400 million customers since we launched in Australia in 2004? In fact, each week we operate around 3,000 flights to nearly 40 destinations across Australia, New Zealand, Asia and the Pacific. We also operate a fleet of more than 80 aircraft, including state-of-the-art Airbus A320/21 NEO aircraft and the Airbus A320 family and Boeing 787-8s. Every day we enable more people to takeoff to more places, more often.