Senior Manager, Airport Customer Experience

• Exciting and new opportunity to transform the Airport experience for our customers and our people  
• Permanent full-time position based in Melbourne 

The Opportunity 

With many of the Airports we operate to undergoing major redevelopment, new destinations becoming part of our network, and technology and digital advancements, we have an opportunity to transform the airport experience for our customers and our people. 

The Senior Manager, Airport Customer Experience is a new, and critical leadership role that will shape next-gen customer and frontline enablement strategies.  This role is accountable for: 

• Transforming the airport customer experience, including the development and implementation of a refreshed airport customer experience strategy 
• Enabling our frontline team members with the right tools and training to deliver on this refreshed customer experience strategy 
• Supporting our Ancillary and Customer team with the implementation of new products and initiatives 
• Contributing to Jetstar’s Accessibility and Inclusion plan 
• Oversight and governance of airport standards and policies across the entire airport journey 

This role will lead and drive change, partnering closely with Digital and Technology, Customer, and Ancillary teams. 

To be considered, key skills and experience will include:    

• Experience in customer, digital and technology focused senior leadership roles 
• Proven experience in strategic planning and execution, leading transformation initiatives, managing cross-functional teams, regulatory and compliance oversight 
• Demonstrated ability to navigate ambiguity, drive innovation, and deliver measurable business outcomes 
• Degree in a relevant field such as Business, Aviation, Customer, Digital, Technology or a related discipline  
• Demonstrated experience managing stakeholders at all levels of the organisation including executive and senior management 
• Strong understanding of commercial and business requirements.  
• Strategic agility to identify future trends and consequences 

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.    

Applications close: Thursday, 24th July 2025