Head of Digital Product and Experience

• Fantastic opportunity to lead our Digital Product & Experience teams
• Play an integral role in shaping our digital strategy for the future and driving Jetstar’s customer transformation
• Permanent full-time role based at our Head Office in Collingwood

The Head of Digital Product & Experience provides leadership for Jetstar’s digital team, with accountability for commercial performance and customer experience across web, app and indirect channels.

This is a senior leadership role with a large, multidisciplinary team spanning product management, experience design, digital commerce enablement and platforms; including payments, identity, consent and security; and digital performance capabilities including analytics, experimentation and optimisation.

The role owns the digital product strategy and operating model, setting direction across cross-functional squads organised around the customer journey, from consider and book through to travel and service. With clear accountability for revenue growth, NPS improvement and delivery velocity, this leader ensures Digital operates as a genuine strategic enabler of Jetstar's commercial ambitions.

As the owner of both strategy and digital delivery outcomes across domains, the role builds high-performing teams and partners closely across Jetstar and the Qantas Group - positioning Digital as the engine of Jetstar's growth and customer experience ambitions.

Key responsibilities of the role include:

• Lead digital product and channel performance, driving growth across digital channels while optimising conversion, revenue and speed to market through transformed retailing capabilities
• Own Jetstar’s end‑to‑end digital customer experience strategy, including UX, research, content and design systems, to deliver cohesive, customer‑centric experiences and continuous improvement across all digital touchpoints
• Define and execute channel strategy across web, app and indirect distribution, with a strong focus on digital self‑service to increase customer adoption, reduce effort and improve operational efficiency 
• Set the strategic direction for digital commerce enablement platforms (identity, payments, fraud, cyber security and API services), ensuring secure, scalable platforms that enable customer experience and commercial outcomes
• Lead digital analytics, experimentation and optimisation capabilities to enable data‑informed decision‑making and continuous performance improvement across sales and service journeys
• Own the digital product strategy, and partner across the digital leadership team on operating model and ways of working, aligning investment to business priorities and maximising delivery velocity and outcomes
• Build, lead and develop high‑performing, multi‑disciplinary teams, while maintaining strong senior stakeholder partnerships across Jetstar and Qantas Group
• Build and sustain high-performing digital product and experience practicessetting clear standards for product management, experience design and optimisation across, with defined job family frameworks, career pathways and the professional development support to grow capability at every level.

To be considered for this role, you will have:

• 10+ years leadership experience in digital product, e-commerce and customer experience roles
• 5+ years senior leadership experience with P&L or significant revenue accountability
• Experience in high-volume transactional digital business a must, with aviation/travel industry experience preferred
• Proven track record delivering digital transformation, platform modernisation or major digital transformation initiatives, with a focus on retailing/ecommerce and digital self service adoption
• Experience leading product, design, analytics and platform teams in an agile environment
• Commercial product leadership with demonstrated experience in digital retailing, optimisation and conversion rate optimisation
• Experience with AI/ML applications in customer experience, personalisation
• Proven ability to set vision and strategy, lead through ambiguity, and build high‑performing teams
• Demonstrated experience working with C-suite and exec stakeholders leading transformational change with a high level of influence
• Ability to balance commercial outcomes with customer experience; strong business acumen
• Ability to develop strategy and connect this to execution through digital delivery
• People leadership of large teams in a cross‑functional / matrix environment

Applications close on the 27th 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!