Customer Communications and Change Lead

• Support the Manager of Customer Transformation
• Collingwood Head Office location 
• Permanent full-time opportunity 

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 20 year-history. Join us during an exciting period as we welcome more state-of-the-art aircraft, launch new routes and continue our mission to help more people take off through low fares. 

As the Customer Communications & Change Lead, you will own the management and coordination of cross-functional initiatives for the Jetstar customer function. You will lead and be the single point of contact for engagement with the customer team for the whole of the Qantas Group, identifying strategies and initiatives to improve the customer experience through consultation with multiple departments across the Jetstar Group, and comparisons with other airlines and industries.

The successful candidate will lead the disruption customer communications approach; having have accountability for planning, leading and supporting change management across the customer team as required. You will drive best practice for planning and prioritising customer related initiatives and our communication approach during disruptions.

The core responsibilities of this role will be:

• Represent Customer in all network planning/scheduling and day of operations decision making (including the communication of customer impacts to internal stakeholders)
• Work closely with the Networks and Customer Recovery Teams to ensure seamless recovery of customers when their travel changes
• Ensuring communication to customers (schedule change and disruption) is fit for purpose (focus on frequency, tone)
• Work closely and maintain strong relationships with team members from all levels of the business (including senior management), to provide trusted advice and counsel on customer communications matters
• Lead the prioritisation and planning of customer related initiatives including management of any backlog
• Manage the customer annual, quarterly and monthly planning reviews
• Manage ongoing development and enhancement of communications channels, particularly digital and social. Evaluate and analyse return on investment
• Foster the development of effective, creative, collaborative and cost-effective communication channels (both new and existing)
• Oversight and leadership of customer project delivery, ensuring all change management elements are understood and planned for
• Prepare project updates, steering committee information and Executive updates as needed

To be considered, key skills will include: 

• Formal Project Management accreditations such as PMBOK or Prince2 qualifications desirable
• Lean six sigma experience and qualifications desirable
• Experience in change management and driving organisation change in a dynamic environment
• Demonstrated experience in team initiative, backlog planning and embedding prioritisation principles
• Copywriting skills and understanding of basic HTML
• Microsoft Office software, particularly Excel and PowerPoint
• Familiarity using 15below notifications an advantage
• Experience with Smartsheet & Confluence preferred
• Analytical and data driven strategic thinker who can also think outside the box
• Understanding of low-cost business models
• Strong focus on innovation and continuous improvement
• Flexible approach to problem solving including tolerance for ambiguity

This role also requires our team members to be willing and able to travel within Australia and internationally.  In return, a flexible and hybrid working environment is on offer to the successful applicant. 

Applications close: Sunday 30 March 2025

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