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About the Opportunity

The AI & Automation Team Leader role signifies Flight Centre Brand's strategic commitment to leveraging advanced technologies for both internal operational excellence as well as enhanced customer engagement. The role has a dual mandate of optimising retail administration through automation, and innovating B2C customer interactions with AI-driven decision-making.

The team composition is diverse, encompassing Digital Adoption, RPA, and GDS automation specialists. As leader, you will have a broad technical understanding, and exceptional coordination capabilities. You understand that effective automation requires a multi-faceted approach, integrating various platforms to achieve holistic process optimisation.

While comfortable with the technical side, your role will also encompass innovation, risk management, and significant organisational influence. You will report to the Customer Engagement Leader, highlighting the drive to deliver customer-centric outcomes (not solely an IT efficiency function). Therefore, success will be measured not just by cost savings, but by your contribution to a superior customer experience, driving a sustainable business now and into the future.

What you will be doing:

AI & Automation Strategy and Vision

• Leads the strategic identification and prioritisation of AI and automation opportunities to remove administrative tasks from retail sales shops and create B2C automations with AI decision-making
• Develops and champions the roadmap for AI and automation initiatives, ensuring alignment with Flight Centre Brand's customer engagement and broader business objectives
• Analyses business needs, market trends, and emerging technologies to identify innovative solutions that drive efficiency and enhance customer experience

Leadership and Technical Coordination

• Directly manages and coordinates a diverse team of automation specialists, including WalkMe Digital Adoption, UiPath RPA, Microsoft Power Automate, and GDS Automation Business Analysts
• Fosters a collaborative and high-performing team environment, ensuring effective cross-platform integration and knowledge sharing to maximise synergy and output
• Provides expert technical guidance and oversight on the design, development, and deployment of solutions across various automation technologies

Business Process Optimisation & AI Integration

• Drives the analysis, design, and implementation of automated solutions to significantly enhance operational efficiency and customer experience
• Identifies and re-engineers repetitive administrative tasks within retail sales shops for automation, aiming to reduce manual effort and improve productivity
• Integrates AI capabilities for sophisticated, data-driven decision-making within B2C automations, enhancing the customer journey

Stakeholder Engagement & Change Management

• Builds and maintains strong relationships with diverse internal stakeholders, including retail operations, customer engagement, and IT, acting as a primary liaison
• Effectively communicates the value proposition and impact of AI and automation initiatives to technical and non-technical audiences
• Leads change management efforts to ensure smooth adoption and sustained use of new automated processes and AI tools by end-users, particularly retail staff

What you will need:

Essential

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related quantitative field
• Minimum of 5 years of experience in automation, AI, or related technology roles, with at least 2-3 years in a leadership or team coordination capacity
• Demonstrable experience with AI technologies plus one other of the following technologies: WalkMe, UiPath, Microsoft Power Automate, or GDS automation (Sabre/Amadeus)
• Proven project experience in delivering complex technology solutions

Added Advantage

• Master's degree in a relevant technical or business field
• Certifications in AI/Machine Learning, Robotic Process Automation (e.g. UiPath Certified Advanced RPA Developer), Digital Adoption Platforms (e.g., WalkMe Builder/Developer), or Project Management (e.g. PMP, Agile)
• Experience within the travel or retail industry, demonstrating an understanding of operational nuances and customer engagement strategies

Hours: Standard business hours Monday to Friday – plus some reasonable outside of hours to service global business partners

Salary: $130 to $150 k p.a. plus superannuation (depending on experience)

Location: Southpoint head office - as this is an on-site role, candidates must be based in, or be willing to relocate to, Brisbane.

** Please advise your leader before applying **

Please note: applications can only be considered by candidates who are based, and have the right to work, in Australia without restriction or requiring visa sponsorship. Remote working options are not available for this position.