Senior Manager Continuous Improvement

Be a part of sharing special places and shaping lasting memories with Australia’s leading experiential tourism business.

About Journey Beyond

Australia’s leading experiential tourism group, Journey Beyond, is privileged to operate 20 brands spanning the country and New Zealand, connecting guests to the land, and to each other.

Headquartered in Adelaide, Journey Beyond formed in 2016 and now comprises tourism brands including: iconic trains The Ghan, Indian Pacific, Great Southern, The Overland; premium small-group outback operator Outback Spirit; eco-luxury lodge Sal Salis Ningaloo Reef; aquatic adventures Cruise Whitsundays, Rottnest Express, Sailaway Port Douglas, Horizontal Falls Seaplane Adventures, Darwin Harbour Cruises and Journey Beyond Cruise Sydney; our tallest members, Melbourne Skydeck and Eureka 89; the historic Vintage Rail Journeys; The Telegraph Station in Alice Springs; Monarto Safari Resort; Exmouth Dive & Whalesharks Ningaloo, New Zealand coach tour specialist Grand Pacific Tours, and Voyages Tourism Australia.

About You

You are a strategic continuous improvement leader with proven experience driving AI, automation or service optimisation initiatives at scale. You are highly analytical, commercially minded and comfortable influencing across technical, operational and executive audiences.

You will bring:

• Proven experience leading continuous improvement or AI-enabled service transformation
• Strong capability in analytics, insight generation and performance optimisation
• Experience working cross-functionally from concept through to implementation
• Understanding of AI agents, conversational AI, automation and deflection strategies
• Exposure to QA frameworks, learning & development models or coaching environments (desirable)
• Experience in contact centres, digital service or customer experience transformation (desirable)

About The Role

As Senior Manager – Continuous Improvement you will drive enterprise-wide service optimisation through Artificial Intelligence, automation, quality assurance, and capability uplift. This new senior leadership position is accountable for the design, deployment and continuous optimisation of AI agents across multiple brands, improving customer deflection, resolution rates, and delivering scalable, data-driven service outcomes. You will also leverage AI analytics and machine learning insights to improve performance across digital and assisted service channels, while embedding a repeatable continuous improvement cycle that delivers measurable customer and operational outcomes.

Based in Adelaide, this role reports to the General Manager – Travel Centre and leads a specialist team focused on AI optimisation, quality assurance, guest feedback and training.

Key responsibilities will include:

• Implement AI analytics to improve AI agent resolution, using insights and trend analysis to prioritise enhancements.
• Establish continuous machine learning processes to improve AI agent accuracy, intent recognition and response quality.
• Manage the continuous improvement cycle: analyse insights, identify improvement opportunities and implement changes.
• Translate customer, operational, and AI performance data into measurable improvement initiative.
• Design and roll out a quality assurance framework across AI and human-assisted interactions.
• Define and document the QA vision, QA model, scoring methodology, and governance approach.
• Develop and implement a learning and development strategy aligned to service and technology evolution.
• Create and maintain structure L&D plans to uplift AI literacy, service quality, and continuous improvement capability.
• Identify and prioritise automation, system, and website enhancement opportunities driven by customer insights.
• Provide insights to IT, and product teams to deliver self-service and workflow improvements.

What We Offer

• Generous discounts on Journey Beyond travel and experiences
• Study Assistance Policy
• Employee Referral Policy
• Parental Leave program
• Purchased Leave policy
• Private Health discounts
• Employee Assistance Program
• Discounts on Journey Beyond merchandise
• Flexible working environment

How to Apply

If you're excited about shaping the future of customer service through AI, automation and continuous improvement – we’d love to hear from you.

Apply now. Join us!

Successful candidates are required to provide a current National Police Clearance.