Director - Digital Transformation - Travel
- $210k - $250k + Super + Bonus
- Sydney, Brisbane or Melbourne | Hybrid
- Permanent Position
Please take the time to read the advert carefully before applying. This is a highly specialised opportunity and the requirements are very specific.
If you have experience within the travel, tourism, aviation, airline or broader travel services sectors, along with the transformation, customer experience and consulting expertise (internal or external) outlined below, we encourage you to tailor your resume to highlight that experience before applying.
Due to the niche nature of the role, only candidates who closely align with the key requirements are likely to be contacted initially.
About the Role
An exciting opportunity has arisen with a large, highly reputable consultancy undergoing significant growth and transformation. We are seeking an experienced Director of Digital Transformation with deep expertise across the travel, aviation, airline, tourism or broader travel services sectors.
This role is ideally suited to either a seasoned consultant with extensive travel industry experience or an industry leader who has developed strong internal consulting and transformation capabilities within a travel-focused organisation. You will play a key role in leading large-scale digital transformation programs, with a particular focus on Contact Centre Transformation, Customer Experience (CX), AI-enabled transformation, automation, data and analytics, and operational excellence.
Working closely with executive stakeholders, you will help shape the future customer experience strategies of leading organisations across the travel sector. Success in this role will require a strong understanding of emerging technologies, AI, automation, analytics and customer engagement platforms, combined with the ability to translate business challenges into practical, commercially viable solutions.
The ideal candidate will possess a strong understanding of the Australian and New Zealand travel market, including the challenges, competitive pressures and transformation priorities facing organisations within the industry. You will bring credibility when engaging senior stakeholders, combining strategic thinking, consulting expertise and industry knowledge to influence decision-making and deliver meaningful business outcomes.
Key Responsibilities
- Lead end-to-end digital transformation initiatives focused on contact centre modernisation and customer experience enhancement within the travel sector.
- Partner with senior stakeholders to define CX strategies, transformation roadmaps and business value outcomes.
- Deploy transformation initiatives across people, process and technology to drive complex business change.
- Identify and implement emerging AI use cases, including Agentic AI and Generative AI capabilities relevant to the travel and hospitality industry.
- Drive large-scale contact centre transformation programs, including:
- Omnichannel enablement
- Cloud contact centre platforms
- Workforce optimisation
- Self-service solutions and automation
- Design and implement AI-driven customer experience solutions, including:
- Conversational AI, chatbots and voice bots
- Intelligent routing and agent assist technologies
- Predictive analytics and personalisation capabilities
- Lead customer journey mapping and redesign initiatives across booking, servicing, disruption management and loyalty programs.
- Develop solution strategies that combine technology, data, analytics and operational improvements to address complex business challenges.
- Leverage data, automation and analytics capabilities to improve decision-making, operational effectiveness and customer experiences.
- Support pre-sales and business development activities, including opportunity identification, solution design and proposal development.
- Facilitate design thinking workshops to identify customer pain points and create innovative customer-centric solutions.
- Collaborate with technology, operations and analytics teams to deliver scalable and integrated solutions.
- Establish and monitor KPIs to measure customer experience performance, operational efficiency and return on investment.
- Build trusted relationships with executive stakeholders through strong communication, presentation and consulting skills.
- Remain at the forefront of industry trends across travel technology, digital transformation, AI and contact centre innovation.
Essential Experience
- 15+ years' experience in Digital Transformation, Customer Experience Consulting and/or Contact Centre Strategy.
- Strong experience within the travel, airline, aviation, tourism or broader travel services sectors.
- Previous consulting experience, or significant internal consulting and transformation leadership experience within a travel-focused organisation.
- Australian Citizen, Australian Permanent Resident or New Zealand Citizen required
- Proven success delivering large-scale contact centre transformation programs, including cloud migrations, AI enablement and automation initiatives.
- Deep expertise in customer experience strategy, customer journey design and service transformation.
- Strong understanding of digital technologies, AI, automation, data platforms and analytics-driven business solutions.
- Hands-on experience implementing AI and automation solutions, including chatbots, voice bots and analytics-driven customer experiences.
- Strong understanding of contact centre technologies, including CCaaS platforms, CRM integrations and workforce management solutions.
- Experience working with senior business operations stakeholders to design and deliver business-critical transformation initiatives.
- Demonstrated experience in pre-sales, solution design and executive-level client engagement.
- Strong understanding of the Australian and New Zealand market, including industry trends, competitive challenges and customer expectations.
- Ability to influence and engage senior leadership and C-suite stakeholders.
- Exceptional communication, presentation and stakeholder management skills, with the credibility to operate as a trusted advisor to clients and executive teams.
