Customer Insights Lead

Job Description

Parent Business Function: Corporate & Support Functions Time Type: Full time Worker Sub-Type: Permanent Entity: Jetstar Airways Pty Ltd Company Description About Jetstar We’re Jetstar. You may know us for our famous low fares, but did you also know that we’ve flown more than 400 million customers since we launched in Australia in 2004? In fact, each week we operate around 3,000 flights to nearly 40 destinations across Australia, New Zealand, Asia and the Pacific. And we're not just an Australian airline either - the Jetstar Group also includes Jetstar Asia and Jetstar Japan, and is one of the largest low-cost airline groups in Asia Pacific by revenue. As a group, we operate a fleet of more than 115 aircraft, including the Airbus A320 family and Boeing 787-8s. Every day we enable more people to takeoff to more places, more often. Job Description Jetstar thrives on innovation. We're always looking for proactive professionals to help our business work smarter and more efficiently. You will be encouraged to think innovatively whilst developing and maintaining best practice. As the Customer Insights Lead , you will be responsible for leading and evolving Jetstar’s Voice of Customer program, an insights driven program to connect customer feedback and insights to actions across all our airlines. You will be driving decision making and tracking implementation of outcomes. The role will also be responsible for managing the delivery of reports and insights relating to customer NPS, contact centre and complaints. The core responsibilities of this role are: Lead the continuous improvement of Jetstar’s Voice of the Customer Program including digital and physical touchpoint surveys Chair the Airline NPS and Customer Insights SteerCos made up of Airline CEOs and Leadership teams, driving senior decision making to improve customer outcomes and providing governance on implementation Lead the annual target-setting process for the Jetstar Airways, Jetstar Asia, and Jetstar Japan customer scorecards Manage end-to-end customer insights initiatives in consultation with the airline-specific leadership teams Ensure implementation of outcomes and tracking of benefit realization, reported back to Customer SteerCos and Leadership teams in each airline Manage all technical aspects of VoC platforms, including survey distribution, insight collection and data visualization Lead the evolution of reporting and insights, which includes transformation and automation of manual processes to produce reports Develop insights from analysing various customer, operational, and financial data sources that assess the driver of advocacy to support business decision making To be considered for the role: Minimum ~8 years of relevant work experience in customer, insights, data, management consulting or similar, including 1-2 years of management experience Tertiary qualification in a business-related subject Post-graduate qualifications, such as MBA, CA, CFA, will be highly regarded Highly self-motivated with a positive attitude and a commitment to delivering results Strong relationship management skills (particularly at senior levels) Strong analytical skills with the ability to collect, organize and analyse complex data sources and disseminate information in easy to comprehend formats with attention to detail and accuracy Outstanding verbal and written presentation skills with the ability to communicate information that tells a story, highlights key insights and facilitates business decisions Highly developed time management and prioritisation skills to effectively structure and execute multiple workstreams / projects in a dynamic, fast paced environment If you’re ready to step into a culture that will challenge and excite you, submit an application and let’s explore how we go places together. Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship. #J-18808-Ljbffr