Background information about the job or company

Join our collaborative Jetstar Digital team to innovate and drive change for Help & Support products.

Flexible ways of working – hybrid model with 3 days onsite.

Permanent opportunity, based at our head office in Melbourne.

If you’ve ever thought about a career in aviation — now is the perfect time to take off with Jetstar! We are undertaking one of the biggest recruitment campaigns in our 20-year-history. Join us during an exciting period as we welcome more state-of-the-art aircraft, launch new international routes and continue our mission to help more people take off through low fares.

As the Product Owner for Conversational AI, you will lead the development and evolution of Jetstar’s Digital Assistant (Chatbot and Voice Bot), delivering a seamless experience across our website, mobile app, and IVR channels.

Your role extends beyond chatbots, supporting messaging, web messaging, Live Chat, and Agent Assist AI capabilities, ensuring a connected, intelligent, and scalable customer support ecosystem.

You will work closely with key technology partners, vendors, and a dedicated digital squad to deliver both deterministic and generative AI solutions, driving continuous improvement and measurable customer outcomes.

Responsibilities or duties

• Own and deliver the conversational AI product vision and roadmap aligned to customer and business outcomes
• Lead end‑to‑end product lifecycle management from concept through to optimisation, ensuring scalable and high‑performing solutions
• Partner with Technology, Architecture and Delivery teams to prioritise, design and deliver enterprise‑scale features
• Leverage deep knowledge of conversational AI and self‑service platforms to shape intuitive, customer‑centric experiences
• Drive continuous improvement through data‑led insights, performance metrics and measurable outcomes
• Influence and align cross‑functional stakeholders to deliver cohesive and impactful product outcomes
• Ensure platforms meet compliance, risk, audit, cyber and change management requirements
• Manage vendor relationships and assess emerging technologies to enhance product capability and innovation
• Support business case development and optimise return on product investment
• Embed scrum methodologies, Agile and Lean ways of working while providing leadership and guidance to specialists and delivery partners

Qualifications or requirements

• A genuine interest in technology, innovation and how digital solutions enhance customer experiences
• Basic typescript coding knowledge or an interest in developing automation capabilities is a plus, but not essential.

• Own and deliver the conversational AI product vision and roadmap aligned to customer and business outcomes
• Lead end‑to‑end product lifecycle management from concept through to optimisation, ensuring scalable and high‑performing solutions
• Partner with Technology, Architecture and Delivery teams to prioritise, design and deliver enterprise‑scale features
• Leverage deep knowledge of conversational AI and self‑service platforms to shape intuitive, customer‑centric experiences
• Drive continuous improvement through data‑led insights, performance metrics and measurable outcomes
• Influence and align cross‑functional stakeholders to deliver cohesive and impactful product outcomes
• Ensure platforms meet compliance, risk, audit, cyber and change management requirements
• Manage vendor relationships and assess emerging technologies to enhance product capability and innovation
• Support business case development and optimise return on product investment
• Embed scrum methodologies, Agile and Lean ways of working while providing leadership and guidance to specialists and delivery partners

• Conversational AI
• Self-service platforms
• Data-led insights
• Performance metrics
• Scrum methodologies
• Agile and Lean ways of working
• Vendor relationship management
• Emerging technologies assessment
• Basic typescript coding knowledge (plus)

• A genuine interest in technology, innovation and how digital solutions enhance customer experiences
• Basic typescript coding knowledge or an interest in developing automation capabilities is a plus, but not essential.