About the job
- Exciting opportunity to lead our Digital Product & Experience teams
- Be a key player in defining our digital strategy and enhancing Jetstar’s customer journey
- Permanent full-time position located at our Head Office in Collingwood
The Director of Digital Products and Customer Experience is responsible for guiding Jetstar’s digital team, overseeing commercial performance and customer interactions across various platforms including web and mobile applications.
This senior leadership position manages a diverse team across product management, experience design, digital commerce, and analytics, ensuring the seamless integration of various platforms such as payments, identity security, and performance optimization.
This role is pivotal in defining the digital product strategy and operating framework, leading cross-functional teams focused on the entire customer journey from consideration and booking through to travel and service. With a strong emphasis on revenue growth, Net Promoter Score (NPS) enhancements, and rapid delivery, this leader positions Digital as a strategic driver of Jetstar's commercial objectives.
As the custodian of both strategic direction and digital outcomes, this role is focused on constructing high-performing teams and fostering collaboration within Jetstar and across the Qantas Group, establishing Digital as a core component of Jetstar's growth and customer experience initiatives.
Key responsibilities include:
- Drive digital product and channel performance, increasing growth across digital platforms while improving conversion rates, revenue, and market agility through enhanced retail capabilities.
- Oversee Jetstar’s comprehensive digital customer experience strategy, covering UX, research, content, and design systems to ensure cohesive and customer-focused interactions across all digital platforms.
- Formulate and implement channel strategies for web, app, and indirect distribution, prioritizing digital self-service to boost customer engagement, minimize effort, and enhance operational efficiency.
- Establish strategic direction for digital commerce platforms (identity, payments, fraud prevention, cybersecurity, and APIs), guaranteeing secure and scalable systems that facilitate superior customer experiences and commercial success.
- Lead digital analytics, experimentation, and optimization initiatives to empower data-driven decision-making and continuous enhancement of sales and service experiences.
- Own the digital product strategy, collaborating with the digital leadership team on operational models and methodologies, aligning investments with business priorities while maximizing delivery speed and outcomes.
- Recruit, mentor, and develop high-performing, multidisciplinary teams while maintaining robust relationships with senior stakeholders.

