Customer Experience Strategy & Capability Lead

Role Overview

As Customer Strategy & Capability Lead, you’ll shape Jetstar’s digital customer experience strategy and capability, building new CX frameworks, measurement, and capability. You’ll lead customer research and insight activities, strengthening CX capability across digital teams.

What You Will Do

Develop CX systems, research practices, and insight capabilities to help teams make customer-centred decisions. Establish measurement frameworks and systems to lift customer consideration and turn customer needs into clear priorities.

Why It Might Be a Fit

You’ll need significant experience in digital design and customer experience leadership, with expertise in CX strategy, customer research, journey mapping, service design, insights, and measurement. You’ll be a strong influencer, able to engage senior stakeholders and bring cross-functional teams along on the customer-centred journey.

Requirements

• Significant experience in digital design and customer experience leadership
• People leadership experience, with the ability to coach, develop, and build capability within an evolving CX function
• Strong expertise across CX strategy, customer research, journey mapping, service design, insights, and measurement
• Ability to build new frameworks, capability, and ways of working from the ground up, navigating ambiguity and balancing customer, commercial, and delivery needs

Benefits

• Jetstar discount across the Qantas Group and our partner network
• Flexible work arrangements