Job Description
- Lead Jetstar's transformation from airline to hyper-personalized travel retailer
- Shape the future of digital commerce with $5B+ in annual transactions
- Permanent full-time role based at our Head Office in Collingwood
Love travel and passionate about all things aviation. You're in the right place. At Jetstar, you get to take-off 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.
Take-off with your next opportunity!
The Head of Digital is accountable for leading the customer experience strategy across all end-to-end digital customer journeys and touchpoints, creating seamless interactions that define Jetstar as a leading digital travel retailer in the Asia Pacific region. Central to this role is co-developing and executing Jetstar's Future Retailing Strategy, transforming the airline into a hyper-personalised travel retailer that delivers customised offers for our customers.
Responsible for +$5 billion in annual digital transaction value, you'll lead a large team of Jetstar professionals alongside dedicated offshore software development teams, continuously delivering innovative digital solutions that drive revenue growth and elevate customer experience and self-service.
Key responsibilities of the role include:
- Co-develop and execute the Retailing of the Future Strategy, transforming Jetstar into a next-generation travel retailer with customised offers for each customer
- Lead digital transformation initiatives across customer experience, payments, and technology modernisation while driving operational excellence
- Drive digital self-service capabilities across all touchpoints, reducing operational costs while empowering customers to manage their journey seamlessly
- Drive ancillary revenue growth through digital optimisation and personalisation while improving conversion rates and channel yield
- Deliver world-class digital customer experiences across web, app, and indirect channels ensuring accessibility standards
- Develop and execute Jetstar Group payments strategy including fraud prevention and revenue protection initiatives
- Oversee technology modernisation including platform migrations, cloud transformation, and adoption of emerging technologies (AI, ML, conversational AI)
- Drive cross-functional collaboration across Jetstar Commercial and Operational teams, Qantas Digital, and Jetstar Branded Airlines
- Lead, manage, and develop high-performing teams focused on maintaining Jetstar's competitive position
To be considered for this role, you will have:
- 10+ years senior leadership experience in digital/e-commerce transformation
- Proven track record leading large-scale digital transformation programs with P&Ls of $50m+ and teams of 100+ people
- Demonstrated experience in retail personalisation and customer data platforms at scale
- Success implementing AI/ML-driven personalisation in consumer businesses
- Experience in aviation, travel, or consumer-facing digital businesses preferred
- Strong background in both business strategy and technology delivery with agile methodologies
- Success driving innovative digital strategies that deliver revenue growth in complex organisations
- Proven ability to coach and develop leaders while leading change in Agile environments
- Exceptional stakeholder management skills with ability to influence and partner with C-suite executives
- Experience designing and executing Digital and Customer Experience Transformation programs
Applications close on the 16th of September
Your life at Jetstar is unlike any other...
Live the travel dream: You and your nominated travel companions can take-off more with our famous Qantas Group Staff Travel discount.
Make work feel like a holiday: Join a fun, driven team where work feels like a holiday. Our people take every opportunity to take-off 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 take-off with us. If you have support or access requirements, just reach out and let us know what you need.
We're Jetstar. Let's take-off together!
