Customer Experience Strategy & Capability Lead

Qantas; Melbourne; On-site; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Jetstar discount across Qantas Group

Job summary

Jetstar is seeking a Customer Strategy & Capability Lead to shape how customer experience is understood, measured and embedded across its digital domains. You will build the CX system, research practices and insight capabilities that empower Product, Design, Commercial, Engineering and Technology teams to make customer-centred decisions.

This role is based at the Docklands office in Melbourne, offering the chance to build CX capability from the ground up and establish robust measurement

Qualifications

• Significant experience leading customer experience in digital or high-volume environments.
• Proven track record building CX frameworks, measurement and capability from the ground up.
• Strong ability to coach, develop and build CX capability across cross-functional teams.

Responsibilities

• Lead customer research and insight activities.
• Develop and embed CX measurement frameworks and capability across digital domains.
• Shape how CX is understood and prioritized across Product, Design, Commercial, Engineering and Tech.
• Influence senior stakeholders and cross-functional teams to prioritise customer-centric decisions.

Skills

CX strategy

Digital design leadership

Customer research

Journey mapping

Insights & measurement

Stakeholder engagement

Job description

• Shape Jetstar's digital customer experience strategy and capability
• Build new CX frameworks, measurement and capability
• Full-time, permanent role based at our Docklands office

Love travel and passionate about all things aviation? You're in the right place. At Jetstar, you get to takeoff at work, and in life. As a team, we’re lucky we get to do both for a living – and we want you to be part of where we go next. Helping our teammates soar is what we’re all about. And with a new fleet of state-of-the-art aircraft, plus new routes being added, the sky’s the limit.

Takeoff with your next opportunity

As our Customer Strategy & Capability Lead, you’ll play a key role in shaping how customer experience is understood, measured and embedded across Jetstar’s digital domains. You’ll develop our CX system, research practices and insight capabilities that help our Product, Design, Commercial, Engineering and Technology teams make customer-centred decisions.

This is an opportunity to build and shape capability from the ground up, establishing the measurement frameworks and systems that lift customer consideration and turn customer needs, behaviours and insights into clear priorities and meaningful improvements. You’ll lead customer research and insight activities, strengthen CX capability across our digital teams, and help bring customer desirability into the decisions that shape our digital experiences.

We're searching for someone who:

• Brings significant experience in digital design and customer experience leadership, ideally within a high-volume, transactional or complex service environment.
• Has demonstrated people leadership experience, with the ability to coach, develop and build capability within an evolving CX function.
• Has strong expertise across CX strategy, customer research, journey mapping, service design, insights and measurement, translating customer needs and data into clear priorities.
• Is comfortable building new frameworks, capability and ways of working from the ground up, navigating ambiguity and balancing customer, commercial and delivery needs.
• Is a strong influencer, able to engage senior stakeholders and bring cross-functional teams along on the customer-centred journey.
• Brings strong strategic thinking, with the ability to shape and influence digital priorities across complex stakeholder groups.

Your life at Jetstar is unlike any other:

• Takeoff professionally: Dip your toes into something new. Stopover in another role. Move up quicker. At Jetstar, you've got the opportunities to grow and elevate your career.
• Standby for adventure: Your partner. Your kids. You can all takeoff more and enjoy our famous Jetstar discount across the Qantas Group and our partner network.
• Make work feel like a holiday: Join a fun, driven team where work feels like a holiday. Our people take every opportunity to takeoff together and find ways to help their teammates soar.

There's a place for everyone at Jetstar:

For us, travel and meeting new people go hand in hand. We invite our people to get involved in various Employee Network Groups that play an important role in creating our inclusive and supportive culture that we are fiercely proud of.

We believe that teams with a diversity of ideas and experiences are more creative, innovative and solve problems quickly.

We welcome applications from anyone who wants to takeoff with us.