Channel Communication Lead

• Opportunity to improve the customer experience and communication, throughout the customer journey at Jetstar
• Flexible ways of working – hybrid model with 3 days onsite
• Full time permanent opportunity, based at our head office in Collingwood, Melbourne

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!

As the Channel Communication Lead, you will play a pivotal role in enhancing our end‑to‑end customer experience across third‑party booking channels. You will drive continuous improvement in our business processes by identifying and delivering lean, efficient communication solutions that elevate clarity, consistency, and overall customer satisfaction throughout the customer journey.

You will be a key contributor within a major transformation program, working closely with our channels, digital, sales, marketing, and communications teams, as well as external third‑party booking partners. In this role, you will help shape and deliver tailored B2B and B2C communications, while supporting the uplift of our customer communication technologies. Working directly with partners, you will guide the change through readiness, launch, and hypercare, ensuring seamless execution and strong adoption.

To be successful in this role, you will require the ability to use performance data, customer insights, and strong project management skills to design and implement innovative communication solutions. This includes monitoring key customer experience metrics such as NPS, identifying the root causes of negative responses, and driving targeted initiatives that shift sentiment from negative to positive. You will bring a talent for translating complex information into clear, compelling messaging and be experienced in delivering communication strategies across multiple channels—all aligned to key business goals and program outcomes.

To be considered, key skills will include: 

• 3+ years of experience as an analyst and/or relevant role in the digital space.
• Tertiary qualification in Business, Information Technology and/or relevant field
  Experience working on and delivering successful outcomes in mid to large-scale
  IT project initiatives.
• Business process improvement experience (e.g. Lean Six Sigma).
• Experienced in data visualisation tools such as Adobe Analytics, Qualtrics, Power
  BI.
• Skilled in Excel, SQL, Data Visualisation and Data Cleansing.
• Experience with Software tools: JIRA, Confluence, Salesforce.
• Experience with process mapping applications, such as Visio or Miro preferred.
• Strong understanding of Agile methodologies.
• Proven ability to develop and tailor communications for diverse audiences,
  including internal stakeholder and external partners, ensuring clarity, engagement
  and alignment with organisational objectives.
• Working in a fast-paced environment across distributed teams and a broad
  stakeholder group.
• Strong stakeholder engagement and management skills.
• Proven ability to work collaboratively with cross-functional teams.
• Strong analytical and problem-solving skills.
• Strong business acumen with the ability to understand commercial, operational
  and customer experience impact.
• Airline or travel industry experience is desired.

Applications close on the 8th of March

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!