Job Description
Jetstar thrives on innovation. We're always looking for proactive professionals to help our business work smarter and more efficiently. You will be encouraged to think innovatively whilst developing and maintaining best practice.
As the Customer Insights Lead, you will be responsible for leading and evolving Jetstar’s Voice of Customer program, an insights driven program to connect customer feedback and insights to actions across all our airlines. You will be driving decision making and tracking implementation of outcomes. The role will also be responsible for managing the delivery of reports and insights relating to customer NPS, contact centre and complaints.
The core responsibilities of this role are:
- Lead the continuous improvement of Jetstar’s Voice of the Customer Program including digital and physical touchpoint surveys
- Chair the Airline NPS and Customer Insights SteerCos made up of Airline CEOs and Leadership teams, driving senior decision making to improve customer outcomes and providing governance on implementation
- Lead the annual target-setting process for the Jetstar Airways, Jetstar Asia, and Jetstar Japan customer scorecards
- Manage end-to-end customer insights initiatives in consultation with the airline-specific leadership teams
- Ensure implementation of outcomes and tracking of benefit realization, reported back to Customer SteerCos and Leadership teams in each airline
- Manage all technical aspects of VoC platforms, including survey distribution, insight collection and data visualization
- Lead the evolution of reporting and insights, which includes transformation and automation of manual processes to produce reports
- Develop insights from analysing various customer, operational, and financial data sources that assess the driver of advocacy to support business decision making
To be considered for the role:
- Minimum ~8 years of relevant work experience in customer, insights, data, management consulting or similar, including 1-2 years of management experience
- Tertiary qualification in a business-related subject
- Post-graduate qualifications, such as MBA, CA, CFA, will be highly regarded
- Highly self-motivated with a positive attitude and a commitment to delivering results
- Strong relationship management skills (particularly at senior levels)
- Strong analytical skills with the ability to collect, organize and analyse complex data sources and disseminate information in easy to comprehend formats with attention to detail and accuracy
- Outstanding verbal and written presentation skills with the ability to communicate information that tells a story, highlights key insights and facilitates business decisions
- Highly developed time management and prioritisation skills to effectively structure and execute multiple workstreams / projects in a dynamic, fast paced environment
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.
If you’re ready to step into a culture that will challenge and excite you, submit an application and let’s explore how we go places together.
Applications close: 28/01/2025
Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.
