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Senior Manager - Continuous Improvement
Full-time
About Journey Beyond
Australia's leading experiential tourism group, Journey Beyond operates 20 brands spanning Australia and New Zealand, connecting guests to the land and to each other. Headquartered in Adelaide, the group includes iconic brands like The Ghan, Indian Pacific, Cruise Whitsundays, Melbourne Skydeck, and Voyages Tourism Australia.
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 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
Implement AI analytics to improve AI agent resolution, using insights and trend analysis to prioritise enhancements
Design, deploy and continuously optimise AI agents across multiple brands
Improve customer deflection and resolution rates through data-driven service outcomes
Leverage machine learning insights to enhance performance across digital and assisted service channels
Lead quality assurance programs and capability uplift initiatives
Embed repeatable continuous improvement cycles delivering measurable outcomes
About You
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 and development models or coaching environments (desirable)
Experience in contact centres, digital service or customer experience transformation (desirable)
