
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:
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:
What We Offer
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.