About the job
Join a team that creates unforgettable experiences and connects people with Australia’s most treasured destinations.
About Journey Beyond
As Australia’s premier experiential tourism company, Journey Beyond proudly manages an array of 20 brands across Australia and New Zealand, fostering connections between guests and the extraordinary landscapes of our region.
Founded in 2016 and headquartered in Adelaide, our portfolio includes iconic train journeys such as The Ghan, Indian Pacific, Great Southern, and The Overland; exclusive outback tours with Outback Spirit; luxurious eco-lodges like Sal Salis Ningaloo Reef; and thrilling aquatic adventures through Cruise Whitsundays, Rottnest Express, and more. Our attractions also encompass Melbourne Skydeck, Eureka 89, Monarto Safari Resort, and much more.
About You
As a visionary leader in continuous improvement, you possess extensive experience in driving large-scale initiatives focused on AI, automation, and service optimization. Your analytical mindset, commercial acumen, and ability to influence diverse audiences, from technical teams to executive stakeholders, are your key strengths.
You will bring:
- A demonstrated history of leading continuous improvement or AI-driven service transformations.
- Strong skills in analytics, generating insights, and optimizing performance.
- Experience in cross-functional collaboration, from ideation to execution.
- Knowledge of AI agents, conversational AI technologies, automation, and service deflection strategies.
- Exposure to quality assurance frameworks and coaching methodologies (preferred).
- Background in contact centers, digital services, or customer experience transformations (preferred).
About The Role
In the capacity of Senior Manager – Continuous Improvement, you will lead enterprise-level service optimization initiatives leveraging Artificial Intelligence, automation, quality assurance, and skills enhancement. This newly established leadership role is responsible for the design, implementation, and ongoing refinement of AI agents across various brands, enhancing customer deflection rates and resolution efficiency while delivering scalable, data-driven service outcomes. You will utilize AI analytics and machine learning insights to elevate performance across both digital and assisted service channels, fostering a sustainable continuous improvement cycle that yields measurable benefits for customers and operational efficiency.
