Job Description

Be a part of sharing special places and shaping lasting memories with Australia’s leading experiential tourism business.

About Journey Beyond

Australia’s leading experiential tourism group, Journey Beyond, is privileged to operate 20 brands spanning the country and New Zealand, connecting guests to the land, and to each other.

Headquartered in Adelaide, Journey Beyond formed in 2016 and now comprises tourism brands including: iconic trains The Ghan, Indian Pacific, Great Southern, The Overland; premium small-group outback operator Outback Spirit; eco-luxury lodge Sal Salis Ningaloo Reef; aquatic adventures Cruise Whitsundays, Rottnest Express, Sailaway Port Douglas, Horizontal Falls Seaplane Adventures, Darwin Harbour Cruises and Journey Beyond Cruise Sydney; our tallest members, Melbourne Skydeck and Eureka 89; the historic Vintage Rail Journeys; The Telegraph Station in Alice Springs; Monarto Safari Resort; Exmouth Dive & Whalesharks Ningaloo, New Zealand coach tour specialist Grand Pacific Tours, and Voyages Tourism Australia.

About You

You’re an analytical problem-solver with experience working with chatbots, AI tools, or knowledge bases. You enjoy using data and insights to improve customer experiences and streamline operations.

A strong communicator, you can translate complex concepts into simple, user-friendly solutions and work collaboratively across teams. Ideally, you have experience in customer service or travel operations and exposure to platforms like Salesforce or similar.

You’re curious about AI and automation, with a passion for continuous improvement and delivering better self-service experience for customers.

About The Role

The AI Optimisation Coordinator plays a key role in supporting the analysis, optimisation, and continuous improvement of AI-enabled tools and digital self-service channels within the Travel Centre.

In this role, you’ll use data, guest insights, and performance analytics to help identify opportunities to enhance self-service experiences, improve operational efficiency, and reduce contact demand. You’ll work closely with Technology, Digital, CRM, and Operations teams to provide recommendations, support AI initiatives, and help optimise chatbot, automation, and knowledge base performance.

Acting as a connector between guest experience, business operations, and AI enablement, you’ll contribute to continuous improvement initiatives that deliver better outcomes for both customers and frontline teams.

Key responsibilities will include

• Support the development and ongoing refinement of the Travel Centre AI roadmap by providing analysis, insights, and recommendations aligned to Journey Beyond’s digital and guest experience strategy.
• Identify opportunities where AI, automation, or conversational interfaces may improve guest experience or reduce operational effort and present evidence-based recommendations.
• Monitor emerging AI technologies, tools, and industry trends to provide advisory input on potential relevance or value.
• Support the optimisation of guest-facing chatbots and self-service tools by analysing performance data, guest queries, and failure points.
• Assist with revieing and refining conversational flows, intents, and responses in partnership with platform and system owners.
• Contribute to ongoing chatbot training by analysing real guest interactions and recommending content or intent improvements.
• Support the development and maintenance of a structured, AI friendly knowledge base used across self-service and agent-assisted channels.
• Analyse content performance to identify outdated information, content gaps, or high-volume enquiry themes.
• Identify and document opportunities for automation or digital process improvement that could reduce manual work for Travel Centre Consultants.
• Analyse chatbot performance, case drivers, contact themes, and guest behaviour across self-service channels.

What We Offer

• Generous discounts on Journey Beyond travel and experiences
• Study Assistance Policy
• Employee Referral Policy
• Parental Leave program
• Purchased Leave policy
• Private Health discounts
• Employee Assistance Program
• Discounts on Journey Beyond merchandise
• Flexible working environment

How to Apply

If you’re passionate about AI, data, and improving customer experiences, this is the role for you.

Apply now. Join us!

Successful candidates are required to provide a current National Police Clearance.

A pre-employment medical may be required as part of the recruitment process.