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Senior Manager Customer Transformation Jetstar

• Advertising closes 26th March

Jetstar thrives on innovation! We are always looking to employ ambitious 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. What’s more, this role will see you working as part of a broader group Jetstar and Qantas structure.

This is a critical customer focused, strategic and operational leadership role with enterprise responsibility for delivering the development and implementation of Jetstar’s Customer Service Strategy and Contact Centre Strategy. This includes working closely with the Customer & Commercial teams as well as the airlines to articulate the customer strategy and end-to-end experience for our customers, and to drive execution of the integrated roadmap. It is accountable for championing and embedding Net Promoter Score (NPS) throughout the organisation.

The role is also responsible for defining the Contact Centre Channel strategy, working across the enterprise to address unnecessary drivers of contact volume and continuing to assist migrating customers to digital channels.

Your main accountabilities will be to:
• Facilitate the development and socialisation of Jetstar’s Customer Strategy including defining the end-to-end customer experience and balancing customer, commercial and operational requirements
• Identify and understand changing consumer needs and their implications for Jetstar and evolve the strategy accordingly
• Collaborate with relevant airlines and departments to define shared goals and delivery mechanisms
• Manage the integrated Customer Strategy roadmap and work through both the team and others to drive implementation
• Lead customer team to deliver key initiatives (ensuring appropriate project management disciplines applied)
• Understand the opportunities to improve NPS across the enterprise and ensure programs in place to address
• Champion and further embed NPS in the business and implementing closed loop feedback with the frontline
• Continue to optimise Jetstar’s Contact Centre strategy including defining the self-service strategy, the appropriate channel mix and optimising the balance between sales and service.

To be successful in these roles, you will demonstrate the following skills & experience:
• Tertiary qualifications in business
• MS Office software, particularly Excel, and PowerPoint and potentially MS Project
• Six Sigma experience beneficial
• Proven experience with strategy development
• Leading large-scale customer focussed transformation
• Contact Centre experience highly desirable
• Experience with international based stakeholder’s desirable
• Strong project management experience including risk and change management capability
• Passion for customers
• Strategic Orientation
• Results orientation
• Leadership and people development
• Strong written and verbal communication skills.

About Us
The Jetstar Group has airlines in Australia, New Zealand, Singapore, Japan and Vietnam. Since 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.

I would like to apply for the post of Senior Manager Customer Transformation Jetstar bases at your esteemed organisation. I have attached my CV.

CV:

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