Contact Centre Self-Service and Continuous Improvement Lead

• Lead initiatives to drive customer migration to self-service channels through technology enablement, continuous improvement, and stakeholder collaboration
• Utilise your expertise in contact centre operations, change management, and digital tools
• Collingwood Head Office location 
• Permanent full-time opportunity 

Join the Jetstar team at a pivotal moment in our history as we embark on a new era of low fares travel. As we emerge from the pandemic, the outlook for our domestic and international flying is very strong and our teams are excited to welcome our new A321LR Neo’s as we continue on our mission to offer all day, every day low fares so more people can fly to more places, more often. 

Join Jetstar as a Contact Centre Self-Service and Continuous Improvement Lead, where you’ll play a pivotal role in shaping how our customers connect with us. You’ll be responsible for achieving our strategic targets around self-service channel usage, ensuring more customers can resolve their queries easily and efficiently. With a strong focus on continuous improvement and automation, you'll work closely with our contact centres to streamline processes, enhance first contact resolution (FCR), and deliver seamless experiences that exceed customer expectations.

In this role, you’ll take ownership of the business rules that guide our technology platforms, ensuring customers are directed to the right channels from the outset. You'll lead a culture of continuous improvement, identifying and driving opportunities to simplify the contact experience while optimising operational performance. If you're passionate about customer-centric innovation and thrive in a dynamic environment, this is your chance to make a meaningful impact across Jetstar’s customer service network. 

The core responsibilities of this role will be:

• Support the delivery of customer migration targets by promoting and enabling self-service channel adoption.
• Champion a continuous improvement mindset to identify and implement opportunities for increased self-service uptake.
• Act as a subject matter expert in managing current and emerging technology assets that underpin the self-service strategy.
• Maintain and optimise back-end system rules and processes to guide customers toward self-service solutions.
• Contribute to the evaluation and enhancement of self-service technologies to ensure alignment with business needs and customer expectations.
• Collaborate with technology teams to identify and resolve customer pain points within the self-service experience.
• Build and maintain strong working relationships across the Qantas and Jetstar Groups to influence outcomes that enhance the customer experience.
• Engage with internal teams and external suppliers to support the design, development, and delivery of an operationally excellent self-service experience.

To be considered, key skills will include: 

• Strong knowledge of contact centre and self-service technologies
• Experience in change management and organisational transformation
• Skilled in preparing business cases and executive-level presentations
• Excellent verbal and written communication across all levels
• Proficient in Microsoft Excel, PowerPoint, and Salesforce CRM
• Analytical, data-driven, and strategic mindset
• Familiarity with AI, robotics, and low-cost airline business models
• Experience in Project Management within a contact centre/technology environment
• Committed to innovation, continuous improvement, and flexible problem-solving
• Six sigma or Kanban methodology advantageous

This role also requires our team members to be willing and able to travel internationally to perform audits with our suppliers across the globe.  In return, a flexible and hybrid working environment is on offer to the successful applicant. 

Applications close: 11.59pm Sunday 25th May

About Jetstar

The Jetstar Group has airlines in Australia, New Zealand, Singapore and Japan. Launch in 2004, we have grown from a team of 700 to 7,600 and have flown more than 250 million passengers. Collectively we now offer more than 5000 flights a week to more than 85 destinations in 17 countries and territories across the Asia Pacific region, with a fleet of more than 130 aircraft.

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 
 
Jetstar is an equal opportunity employer, so by coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or accessibility requirements, we encourage you to advise us at time of application.