Business Analyst - Customer/Digital Support

• Work to deliver exciting improvements to our Customer Self Service and Contact Centre technology.
• Deliver insights through data analysis, testing, and stakeholder engagement to enhance customer and agent experience.
• Permanent opportunity based at our head office in Collingwood.

If you’ve ever thought about a career in aviation — now is the perfect time to take off with Jetstar! We are undertaking one of the biggest recruitment campaigns in our 19-year-history. 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. 

As a Business Analyst reporting to the Customer Transformation Manager, you will be responsible for supporting digital transformation projects such as CRM system upgrades, process automation initiatives, and the ongoing analysis of customer feedback to drive service enhancements. Your primary goal will be to improve customer experience (CX) for both internal and external customers. You will collaborate with project teams and engage with multiple stakeholders to capture specific requirements, and work closely with delivery teams to ensure that solutions effectively address the business needs.

The core responsibilities of this role will be: 

• Work with Product Owners of our Contact Centre technology to elicit, define and model requirements (business, functional and non-functional) and processes. 
• Communicate processes and requirements to various delivery teams, ensuring that solutions delivered by them are aligned and meet project objectives. 
• Engage a range of stakeholders from across Jetstar or our vendors, facilitate elicitation sessions (workshops, interviews, observation, etc.) to gain information, and achieve stakeholder buy-in on proposed solutions. 
• Analysing ‘problem’ processes, identify causes & improvements and develop.
• Define problems and undertake options analysis to support good project decisions. 
• Collaborate with other teams to identify and manage inter-team dependencies. 
• Contribute to project change management activities. 
• Contribute to project testing activities (UAT). 

To be considered for this role you will have:

• Bachelor’s degree (Technology/Business/Computing) preferred.
• Experience working as a Business Analyst or similar role.
• Salesforce or Salesforce Admin certification / Salesforce development exposure is desirable.
• Interest in AI, emerging mobile & social channels
• Background in digital customer contact solutions, user experience / agent experience, and solution design
• Excellent communication skills and ability to interact with all levels of the organisation.
• Experience in Agile estimation, planning and tracking software and metrics.
• Proven ability to analyse inputs, outputs, map processes, identify deficiencies and communicate potential solutions.
• Experience testing solutions and coordination of UAT.
• Has managed customer and/or vendor relationships balancing KPIs and interpersonal relationships on multiple levels.

Your life at Jetstar is unlike any other.

Live the travel dream: You and your nominated travel companions can takeoff 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 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. If you have support or access requirements, just reach out and let us know what you need.

We’re Jetstar. Let’s takeoff together.

We can’t wait to hear from you.

Applications close: Monday 13th October 2025

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