AI Optimisation Coordinator

About the Company

Journey Beyond is Australia’s largest experiential tourism group, operating 20 brands across Australia and New Zealand. Based in Adelaide, the business brings people closer to the land and to one another through a wide range of travel and experience offerings.

The portfolio includes well-known rail journeys such as The Ghan, Indian Pacific, Great Southern, and The Overland, along with Outback Spirit, Sal Salis Ningaloo Reef, Cruise Whitsundays, Rottnest Express, Sailaway Port Douglas, Horizontal Falls Seaplane Adventures, Darwin Harbour Cruises, Journey Beyond Cruise Sydney, Melbourne Skydeck, Eureka 89, Vintage Rail Journeys, The Telegraph Station in Alice Springs, Monarto Safari Resort, Exmouth Dive & Whalesharks Ningaloo, Grand Pacific Tours, and Voyages Tourism Australia.

About the Role

The AI Optimisation Coordinator supports the review, refinement, and continuous improvement of AI-enabled tools and digital self-service channels within the Travel Centre. The position uses data, guest feedback, and performance reporting to uncover opportunities that improve self-service, increase efficiency, and lower avoidable contacts.

Working across Technology, Digital, CRM, and Operations, this role helps shape recommendations, supports AI initiatives, and contributes to better chatbot, automation, and knowledge base performance. It acts as a bridge between guest experience, business operations, and AI enablement.

What You’ll Be Doing

• Assist in developing and improving the Travel Centre AI roadmap by sharing analysis and recommendations that support Journey Beyond’s digital and guest experience strategy.
• Spot opportunities where AI, automation, or conversational tools can lift guest experience or reduce operational effort, and present findings supported by evidence.
• Track new AI technologies, tools, and industry developments and provide guidance on their possible value to the business.
• Help improve guest-facing chatbots and self-service solutions by reviewing performance data, guest questions, and breakdown points.
• Work with platform and system owners to refine conversational journeys, intents, and response content.
• Support chatbot training by reviewing real guest interactions and suggesting updates to content or intents.
• Contribute to building and maintaining a well-structured, AI-ready knowledge base for self-service and agent-assisted channels.
• Review content performance to find outdated information, content gaps, and recurring high-volume enquiry topics.
• Document automation and digital process improvement opportunities that can reduce manual effort for Travel Centre Consultants.
• Evaluate chatbot performance, case drivers, contact themes, and guest behaviour across self-service channels.

About You

You are a curious, analytical problem-solver with hands-on exposure to chatbots, AI tools, or knowledge bases. You like using insights and data to improve customer experience and streamline how work gets done.

You communicate clearly, can turn complex ideas into practical and easy-to-use solutions, and work well with different teams. Experience in customer service or travel operations is preferred, along with familiarity with Salesforce or similar platforms.

You also bring a genuine interest in AI, automation, and continuous improvement, and you are motivated by creating better self-service experiences for customers.

What’s On Offer

• 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

Additional Requirements

Applicants who are successful in the process must be able to provide a current National Police Clearance. A pre-employment medical may also be required.

How to Apply

If you are excited by AI, data, and improving customer experiences, this opportunity could be a strong fit. Successful applicants will be invited to continue through the recruitment process.