Experience Lead

Job Description

• Opportunity to lead digital domain experience design and customer outcomes 
• Flexible ways of working – hybrid model with 3 days onsite
• Full-time permanent and fixed-term opportunities available, based at our head office in Melbourne CBD

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 our Experience Lead, you’ll shape the end-to-end customer experience across a key product domain, bringing together customer needs, business priorities and exceptional design to influence product strategy and delivery.

You’ll lead experience discovery, research and design, partnering closely with Product, Technology, Commercial and Operational teams to uncover opportunities, validate solutions and deliver meaningful improvements for our customers and the business.

Leading a talented team of UX/UI Designers, you’ll champion high-quality, accessible and consistent experiences while embedding human-centred design practices across the domain. 

The core responsibilities of this role will be:

• Customer Insight & Experience Strategy - Turn customer research, insights and market trends into clear experience strategies and opportunities that shape product priorities, investment and OKRs.
• Experience Design & Journey Improvement - Lead the design and optimisation of end-to-end customer experiences, embedding validated design solutions that deliver accessible, intuitive and consistent journeys.
• Product & Delivery Partnership - Partner across Product and Technology to embed customer-centred design, align teams around customer needs, and influence product priorities, decisions and roadmaps.
• Experience Quality & Performance - Use customer insights and experience performance measures to identify and drive continuous improvements, ensuring consistent, high-quality customer experiences across products and touchpoints.
• Design Leadership & Capability Development - Lead and develop design capability across the domain, championing human-centred design, accessibility and design excellence while contributing to the evolution of Jetstar’s Experience & Design practices.
• Leads a high performing team - Lead and develop the UX/UI Design team, effectively managing priorities and performance, building capability, fostering accountability and strong values, and enabling collaboration across Product, Design and Delivery.

To be considered, key skills will include: 

• Tertiary qualification in Design, Business, IT and/or relevant field, or equivalent professional experience.
• 5+ years of experience in Digital design with customer experience leadership.
• 2+ years of experience in leading a design team with CX accountability.
• Proven experience working in a high-volume, transactional digital business environment.
• Experience within the aviation or travel industry is highly regarded.

Applications close on the 19th of November

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!

Qualifications

Additional Information