AI Optimisation Coordinator

Responsibilities

• Support the development and refinement of the Travel Centre AI roadmap through data-driven analysis and recommendations.
• Identify opportunities to improve guest experiences or reduce operational effort using AI, automation, or conversational interfaces.
• Monitor emerging AI technologies and industry trends to provide advisory input.
• Optimise guest-facing chatbots and self-service tools by analysing performance data, guest queries, and failure points.
• Review and refine conversational flows, intents, and responses in partnership with system owners.
• Contribute to chatbot training by analysing real guest interactions to recommend content improvements.
• Support the development and maintenance of a structured, AI-friendly knowledge base.
• Analyse content performance to identify outdated information, content gaps, or high-volume enquiry themes.
• Document opportunities for automation to reduce manual workloads for Travel Centre Consultants.

Requirements

• Experience working with chatbots, AI tools, or knowledge bases.
• Strong analytical problem-solving skills with the ability to use data and insights to drive improvements.
• Excellent communication skills with the ability to translate complex concepts into user-friendly solutions.
• Experience in customer service or travel operations.
• Exposure to Salesforce or similar CRM/digital platforms.
• A passion for AI, automation, and continuous improvement in digital self-service experiences.

Benefits

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

About the Company

Journey Beyond is Australia’s leading experiential tourism group, operating 20 iconic brands across Australia and New Zealand. From legendary trains like The Ghan and Indian Pacific to premium outback operators and aquatic adventures, we connect guests to the land and to each other through unforgettable travel experiences.