Job Description
- Lead digital Customer Care projects by defining requirements and identifying improvement opportunities.
- Apply your expertise in digital solutions, design, and training to enhance customer interactions.
- 12 Month Fixed Term 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.
Our Customer Care team is currently transforming its program of work in digital channels. You will gather, negotiate and communicate the specifics of project requirements, and undertake analysis to determine project opportunities and improvements. A strong background in digital customer contact solutions, solution design, knowledge management, training and excellent communication skills are required.
Reporting to the Project Manager your main accountabilities will include:
Knowledge Base:
- Assisting with development of the Knowledge Enhancement Roadmap
- Delivering Knowledge Enhancement roadmap initiatives
- Creation of Knowledge Articles & formatting as required
- Monitor usage metrics and feedback on knowledge articles to identify areas of improvement
- Provide training and ongoing support to others who work with the platform
Project Support:
- Assisting the Project Manager in developing governance materials such as Project Charter, Business Requirements Documents, Change Forum documents and Status updates, and assist in socialising with stakeholders to achieve endorsement
- Gathering, negotiating and communicating specifics of project requirements as basis for developers and suppliers
- Undertaking analysis on ‘problem’ processes to identify causes and improvements, and develop business cases as a mandate to proceed to project
- Creation of test cases and coordination of UAT as required
- Ensuring delivered features and projects meet customer & business expectations in collaboration with Project Manager
- Working with, Project, Product Managers, Training & Knowledge teams and Business Owners to develop strategic goals and product vision
To be successful in this role, you will demonstrate the following skills & experience:
- Experience with Knowledge management systems and methodologies
- Experience with writing copy for knowledge base, training, policy purposes
- Experience working as a Business Analyst or similar role
- Experience in an E-Commerce business and/or Travel Industry preferred
- Excellent communication skills and ability to interact with all levels of the organisation
- Experience in Agile estimation, planning and tracking software and metrics
- Ability to analyse inputs, outputs, map processes, identify deficiencies, envisage and communicate potential solutions
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: Tuesday 1st 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.
