Job Description
- Analyse customer feedback to support Group and airline insights.
- Support Jetstar’s Customer Strategy through regular reporting and ad hoc analysis
- Permanent opportunity based in our Collingwood Head Office
Jetstar thrives on innovation. We're looking for a dynamic and proactive project professional to help our business work smarter and more efficiently. You will be encouraged to think innovatively and develop and maintain best practice
As part of the Customer Insights and Strategic Projects team, this role will be responsible for reporting and providing insight into the drivers behind our customer feedback (Net Promoter Score responses, complaints, customer calls, social posts and chats etc.). The role supports various analytic tasks including, daily, weekly and monthly reporting, adhoc analysis on customer feedback drivers at both a Group and airline level as well as delivering on the Customer Strategy for the Jetstar Group. This role requires the incumbent to be a strong customer and team advocate to ensure customers (both internal and external) are at the heart of what we do. Ideal role for a recent graduate or first mover.
Key duties and responsibilities include:
- Prepare and deliver real-time, weekly, monthly, and quarterly reports on customer satisfaction metrics, complaints, and contact volumes, ensuring accuracy and alignment to business KPIs.
- Manage and administer VoC platforms, survey sampling, and data flows, including monitoring data inflow/outflows, user access management, completing compliance and data security tasks, and coordinating with internal data teams to maintain data integrity.
- Build, maintain, and enhance dashboards and self-service reporting tools (e.g. Power BI, Qualtrics) to improve reporting accessibility and support continuous improvement initiatives.
- Analyse customer feedback, contact centre performance, and social media sentiment data, providing actionable insights and recommendations to internal stakeholders to enhance the customer experience.
- Support the VoC program by assisting with program enhancements, technical troubleshooting, training sessions, and stakeholder onboarding to drive business engagement and program adoption.
- Support other ad-hoc research requests and deep-dive investigations, including brand health, customer Jetstar Panel initiatives, business cases or operational reviews.
About you
This is a role with unique responsibilities as well as project based and ad-hoc requirements. Your capabilities will be continuously tested, and the role will expose you to varied career development opportunities.
The successful candidate will need the following skills sets:
- Tertiary qualifications in Business, Economics, Econometrics, Data Analytics, Financial Analysis, or a related discipline.
- Strong analytical skills, with the ability to collect, organise, and interpret complex data sets with accuracy and attention to detail.
- Demonstrated experience in stakeholder engagement, with proven ability to collaborate and build relationships across diverse teams.
- Sound knowledge of customer experience measurement, including NPS, survey methodologies, and VoC frameworks.
- Proficiency in Microsoft Excel and the broader Microsoft Office suite, with the ability to deliver clear, insightful reporting and data visualisation.
- Proficiency in Power BI for developing interactive dashboards and automating reporting workflows is highly desirable
- Experience working with Qualtrics, Medallia, Salesforce, or similar VoC and CRM systems is highly regarded.
- Familiarity with contact centre, complaints, social media, or customer feedback data and how it informs business insights.
- Self-motivated and proactive, with a strong commitment to high-quality output and continuous improvement in analytics and reporting processes.
About Jetstar
The Jetstar Group has airlines in Australia and New Zealand. We have flown more than 400 million passengers since we launched in 2004. 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 take off to more places, more often.
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: Tuesday 8th July 2025
Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.
