Job Description
- Analyze customer data to improve the customer experience and lead quality management initiatives.
- Collaborate with stakeholders to ensure high-quality insights and data-driven decisions
- Permanent opportunity based in our Collingwood Head Office
Jetstar thrives on innovation. We're always looking for dynamic and proactive professionals to help our business work smarter and more efficiently. You will be encouraged to think innovatively whilst developing and maintaining best practice.
The Senior Customer Insights Analyst will play a pivotal role in analysing customer data to deliver valuable insights that guide future initiatives and investments aimed at enhancing the customer experience. This position requires strong analytical capability and innovation to identify pain points in customer data and work with teams to ensure they are prioritized for resolution. The role will manage the technical platforms underpinning customer insights (including voice of customer, contact centre, complaints, and quality) and lead the creation of a suite of reports and insights to manage our customer experience and refine our quality management processes, enabling timely identification and resolution of issues. The role will drive the evolution of Jetstar’s quality management framework, managing data assets to deliver best practice insights, as well as support the shaping of customer strategies, recommending new innovations for products and experiences, and presenting insights to various management levels to support informed decision-making across the business.
To be successful in this role, you will demonstrate the following skills & experience:
- Tertiary qualifications in a relevant business discipline required.
- Expertise in qualitative and quantitative research techniques, tools, and technology platforms.
- Strong analytical skills with the ability to collect, organize, and analyze large volumes of data with attention to detail.
- Experience with automated reporting tools such as PowerBI is highly desirable.
- Lean Six Sigma experience and qualifications are highly desirable.
- Advanced analytical, data science, and AI experience is a plus.
- Well-developed numerical, analytical, and modeling skills, with a focus on generating actionable insights.
- Commercial acumen with the ability to think strategically and understand potential business outcomes.
- Previous experience in the aviation industry is desirable.
About Jetstar
The Jetstar Group has airlines in Australia, New Zealand, Singapore and Japan. Launched 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.
Applications close: Wednesday 2nd April 2025
Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.
