Please Note
- An estimate based on public data for similar roles. Not provided by the employer.
Customer Experience Strategy & Capability Lead
Role summary
Written by MyIslandJob from the job title and employer. See the employer's page for the full description.
The Customer Experience Strategy & Capability Lead is responsible for shaping customer experience strategy, improving service standards and building organisational capability across the airline. Requirements typically include substantial experience in customer experience, service design, strategy, transformation or related fields, together with strong analytical, communication and stakeholder-management skills. The successful candidate is expected to translate customer insights into practical initiatives, influence senior leaders, manage cross-functional projects and develop frameworks, tools and training that improve customer outcomes. Experience in aviation, travel, retail or another complex, customer-focused organisation is advantageous. The role requires commercial awareness, structured problem-solving, resilience and the ability to work collaboratively in a fast-paced environment.
Can I work in Australia?
Never pay anyone for a visa or a job offer. A real employer pays the permit costs and never asks you for money.
How it works
How it works: Aeroplane pilots, aircraft maintenance engineers and flight attendants are on the Core Skills list, at AUD 79,423+; airport ground staff jobs are not listed.
Before you apply: Cabin crew usually pass the airline's medical, a background check and a safety course (some add a swim test); many set age, height and English rules. Pilots need a licence the local aviation authority accepts; some only validate a foreign one.
Watch for: Cabin crew pay must still reach AUD 79,423 a year; a working holiday visa allows only 6 months with one employer.
Official source: Federal Register of Legislation: Core Skills Occupation List (Subclass 482 instrument, LIN 24/089). Checked November 2026.
What the job usually comes with in Australia
Usual for Airlines jobs in Australia, varies by employer. Checked November 2026.
| Housing | Varies by employer |
|---|---|
| Staff travel | Varies by employer |
| Pay and allowances | Varies |
| Health cover | Mostly private cover you buy; a few countries have a Medicare deal (UK, Ireland, Italy, Netherlands...) |
| Contract | Visa up to 4 years; permanent residence possible after 2 years of sponsored work (usually under 45) |
| Leave | Full-time and part-time: 4 weeks' leave, 10 paid sick days, paid public holidays (by law); casuals none |
| Income tax | Residents: 0% to AUD 18,200, 15% to 45,000, 30% to 135,000, 37% to 190,000, then 45%; plus 2% Medicare levy |
Senior staff often get more than line staff, for example a single room or a yearly home flight. Ask the employer what the job includes before you accept.
Guidance, not legal advice. Rules change; your employer confirms the details for your case.
About Jetstar Airways Pty Ltd
Jetstar Airways Pty Ltd is an Australian low-cost airline and part of the Qantas Group. Established in 2003, Jetstar operates domestic and international services, connecting Australian cities with destinations across Asia-Pacific and New Zealand. The airline focuses on offering affordable fares while maintaining safe, reliable and efficient operations. Its workforce includes airport teams, cabin crew, pilots, engineers, customer service specialists and corporate professionals. Jetstar is known for its high-volume operating environment, strong focus on value and extensive use of digital channels throughout the customer journey. As part of the Qantas Group, employees may benefit from broad aviation expertise, travel-related benefits and opportunities across a large transport organisation. The company’s culture generally values teamwork, accountability, operational discipline, customer focus and continuous improvement.