Experience Lead

Qantas; Melbourne; Ibrido; AUD 120.000 - 180.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid work model

Staff travel discount

Inclusive culture

Descrizione del lavoro

Jetstar is seeking an experienced Experience Lead to shape end-to-end customer experiences across a key product domain in Melbourne. You will lead discovery, research and design efforts alongside Product, Technology, and Commercial teams.

You will champion high-quality UX, accessibility, and consistency while mentoring a team of UX/UI designers. The role offers a hybrid working model with three onsite days.

Competenze

• 5+ years of Digital design with CX leadership experience.
• 2+ years leading a design team with CX accountability.
• Proven experience in high-volume, transactional digital environments.
• Experience in aviation or travel industry is valued.
• Teritary qualification in Design, Business, IT or equivalent.

Mansioni

• Lead end-to-end customer experience across a key product domain.
• Oversee experience discovery, research and design with cross-functional partners.
• Champion accessibility, quality and consistency in UX/UI across the domain.
• Collaborate with Product and Technology to align on customer needs and roadmaps.
• Develop and mentor the design team, embedding human-centred design practices.

Conoscenze

CX leadership

Digital design

UX leadership

Team leadership

Formazione

Design/Business/IT degree

Descrizione del lavoro

• Opportunity to lead digital domain experience design and customer outcomes
• Flexible ways of working – hybrid model with 3 days onsite
• Full-time permanent and fixed-term opportunities available, based at our head office in Melbourne CBD

Love travel and passionate about all things aviation. You’re in the right place. At Jetstar, you get to take-off 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.

Take-off with your next opportunity!

As our Experience Lead, you’ll shape the end-to-end customer experience across a key product domain, bringing together customer needs, business priorities and exceptional design to influence product strategy and delivery.

You’ll lead experience discovery, research and design, partnering closely with Product, Technology, Commercial and Operational teams to uncover opportunities, validate solutions and deliver meaningful improvements for our customers and the business.

Leading a talented team of UX/UI Designers, you’ll champion high-quality, accessible and consistent experiences while embedding human-centred design practices across the domain.

The core responsibilities of this role will be:

• Customer Insight & Experience Strategy - Turn customer research, insights and market trends into clear experience strategies and opportunities that shape product priorities, investment and OKRs.
• Experience Design & Journey Improvement - Lead the design and optimisation of end-to-end customer experiences, embedding validated design solutions that deliver accessible, intuitive and consistent journeys.
• Product & Delivery Partnership - Partner across Product and Technology to embed customer-centred design, align teams around customer needs, and influence product priorities, decisions and roadmaps.
• Experience Quality & Performance - Use customer insights and experience performance measures to identify and drive continuous improvements, ensuring consistent, high-quality customer experiences across products and touchpoints.
• Design Leadership & Capability Development - Lead and develop design capability across the domain, championing human-centred design, accessibility and design excellence while contributing to the evolution of Jetstar’s Experience & Design practices.
• Leads a high performing team - Lead and develop the UX/UI Design team, effectively managing priorities and performance, building capability, fostering accountability and strong values, and enabling collaboration across Product, Design and Delivery.

To be considered, key skills will include:

• Tertiary qualification in Design, Business, IT and/or relevant field, or equivalent professional experience.
• 5+ years of experience in Digital design with customer experience leadership.
• 2+ years of experience in leading a design team with CX accountability.
• Proven experience working in a high-volume, transactional digital business environment.
• Experience within the aviation or travel industry is highly regarded.

Applications close on the 19th of November

Your life at Jetstar is unlike any other..

Live the travel dream: You and your nominated travel companions can take-off more with our famous Qantas Group Staff Travel discount.

Make work feel like a holiday: Join a fun, driven team where work feels like a holiday. Our people take every opportunity to take-off 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 take-off with us. If you have support or access requirements, just reach out and let us know what you need.

We’re Jetstar. Let’s take-off together!