Customer Experience Strategy & Capability Lead at Qantas · Melbourne

Company Description

We’re Jetstar. You may know us for our famous low fares, but did you also know that we’ve flown more than 400 million customers since we launched in Australia in 2004? In fact, each week we operate around 3,000 flights to nearly 40 destinations across Australia, New Zealand, Asia and the Pacific. We also operate a fleet of more than 80 aircraft, including state-of-the-art Airbus A320/21 NEO aircraft and the Airbus A320 family and Boeing 787-8s. Every day we enable more people to takeoff to more places, more often.

Impressive numbers? What's even more impressive is the team of extraordinary people taking off together day in day out, flight after flight.

Our people are the real jet stars!

Job Description

• Shape Jetstar’s digital customer experience strategy and capability
• Build new CX frameworks, measurement and capability
• Full-time, permanent role based at our Docklands office

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

Takeoff with your next opportunity

As our Customer Strategy & Capability Lead, you’ll play a key role in shaping how customer experience is understood, measured and embedded across Jetstar’s digital domains. You’ll develop our CX system, research practices and insight capabilities that help our Product, Design, Commercial, Engineering and Technology teams make customer-centred decisions.

This is an opportunity to build and shape capability from the ground up, establishing the measurement frameworks and systems that lift customer consideration and turn customer needs, behaviours and insights into clear priorities and meaningful improvements. You’ll lead customer research and insight activities, strengthen CX capability across our digital teams, and help bring customer desirability into the decisions that shape our digital experiences.

We’re searching for someone who:

• Brings significant experience in digital design and customer experience leadership, ideally within a high-volume, transactional or complex service environment.
• Has demonstrated people leadership experience, with the ability to coach, develop and build capability within an evolving CX function.
• Has strong expertise across CX strategy, customer research, journey mapping, service design, insights and measurement, translating customer needs and data into clear priorities.
• Is comfortable building new frameworks, capability and ways of working from the ground up, navigating ambiguity and balancing customer, commercial and delivery needs.
• Is a strong influencer, able to engage senior stakeholders and bring cross-functional teams along on the customer-centred journey.
• Brings strong strategic thinking, with the ability to shape and influence digital priorities across complex stakeholder groups.

Your life at Jetstar is unlike any other:

• Takeoff professionally: Dip your toes into something new. Stopover in another role. Move up quicker. At Jetstar, you’ve got the opportunities to grow and elevate your career.
• Standby for adventure: Your partner. Your kids. You can all takeoff more and enjoy our famous Jetstar discount across the Qantas Group and our partner network.
• 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 can’t wait to hear from you. Apply by Wednesday, 18 November, 2026 (subject to early review and close).

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