Product Specialist - Conversational AI

Product Specialist – Conversational AI

Join to apply for the Product Specialist – Conversational AI role at Jetstar Airways.

2 days ago – Be among the first 25 applicants.

Love travel and passionate about all things aviation. You’re in the right place. At Jetstar, you get to take‑off at work, and in life.

As a team, we’re lucky we get to do both for a living – and we want you to be part of where we go next. Helping our teammates soar is what we’re all about. And with a new fleet of state‑of‑the‑art aircraft, plus new routes being added, the sky’s the limit.

Take‑off with your next opportunity!

Responsibilities

As a Product Specialist – Conversational AI, you will play a key role in shaping the Chat‑bot and Voice‑bot solutions that elevate the customer experience and align with our business goals. Working within the Customer team and reporting to the Product Owner – Conversational AI, you’ll support delivery, performance monitoring, and continuous improvement of conversational platforms. You’ll collaborate across Customer and Technology teams to prioritise requirements, coordinate with vendors and developers, and help bring new features and automations to life.

To be successful in this role, you will efficiently gather detailed flow requirements to support the transition into Chat‑bot, IVA, or agent copilot flowchart solutions. The ultimate goal is for the Chat‑bot and Voice‑bot to self‑serve to identify where we need to have a human agent, make the agent as efficient as possible and provide the agent with Cognigy Copilot to minimise workload / accuracy.

Qualifications

• 3+ years of experience in Contact Centre operations and Technology, with a focus on process improvement.
• 2–3 years of experience in software and technology product development, analysis, and design.
• Tertiary qualification in Business, Engineering, IT, Computer Science, or equivalent industry experience.
• Certifications in Conversational AI, Power BI Data Analyst, AWS Cloud Practitioner foundational, and UX Design for Conversational Interfaces are highly regarded.
• Proven expertise in agile methodologies and proficiency with product management tools.
• Skilled in gathering requirements, analysing needs, and designing dialog documentation and process logic to enhance customer interactions and business goals.
• Strong stakeholder engagement skills, with experience collaborating across business, technology teams, and external vendors.
• Excellent written and verbal communication, with a passion for language and ability to craft clear, engaging chatbot / IVA messaging.
• Ability to refine speech‑to‑text outputs for clarity, pacing, and tone aligned with brand voice and customer experience standards.
• Strong analytical and problem‑solving skills, with a data‑driven mindset to support product decisions.
• Passion for aviation and experience in airline / travel systems or multilingual communication (e.g., basic Japanese) considered a valuable asset.

Applications close on the 30th of October

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