Passenger Experience Change Delivery Lead

Company Description

MAKE IT DIFFERENT

At Sydney Airport, the future of air travel is shaped by you.

As a team, we connect the world. More than just a hub of activity and boundless energy, we’re creating a destination of amazing experiences. Like seeing wonderful moments unfold in front of you, knowing “I made that possible!”.

Dynamic. Fast-paced. We thrive in a place where fresh challenges land daily. Backed by positive and supportive team players and inspiring leaders, we adapt to change. Driven to grow. Owning every action. To do things better.

As smart, problem-solvers, we are always learning and growing. And that’s easier to do alongside passionate experts, as we collaborate across teams readily sharing our knowledge.

Each day is a new journey, as we bring an exciting vision to life. With significant capital investment in new, improved infrastructure, there’s never been a better time to expand your potential at Sydney Airport. The range of responsibilities and diverse pathways you can take on with us, are surprising.

We are SYD. United in the pride that comes with welcoming the world at Australia’s premier gateway.

Job Description

About the role

Sydney Airport is delivering a bold strategy to transform the end-to-end passenger experience — not through theoretical change programs, but through practical, on-the-ground improvements that make a real difference for customers and frontline teams.

This 24-Month Max-Term Contract, Passenger Experience Change Delivery Lead role plays a critical role in shaping and delivering these improvements. Working within Operations, this role focuses on identifying problems, defining what success looks like, and leading physical and service changes from concept through to implementation and operational handover. This is a hands-on role for someone who has worked in complex operational environments and understands what it takes to introduce change safely, practically, and sustainably.

In this role, you will have the opportunity to
 

• Work with stakeholders to clearly define problems, desired outcomes, and benefits before solutions are designed or delivered
• Represent the needs of passengers and airline partners while balancing operational, safety, and stakeholder requirements
• Lead initiatives from idea through to implementation, ensuring changes are operationally sound and embedded into day-to-day ways of working
• Deliver physical and service improvements across a live operational environment, including documented processes, SOPs, and readiness plans
• Partner closely with internal teams and external airport stakeholders to align objectives, manage impacts, and enable successful delivery
• Use insights, metrics, and frontline feedback to measure outcomes and continuously improve the experience

About you
 

• Experience delivering customer improvement or change initiatives within complex operational environments (e.g. transport, infrastructure, retail, health, utilities, or similar)
• A practical background introducing physical, service, or process changes — not purely technology or advisory-led change
• Strong stakeholder engagement skills, with the ability to influence, align priorities, and navigate competing needs
• Comfortable defining problems, shaping initiatives, and translating ideas into deliverable, operational outcomes
• A hands-on, delivery-focused mindset with a solid understanding of change and project fundamentals
• Clear, confident communicator who can simplify complex issues and build trust with frontline teams and senior stakeholders alike

What we offer

To find out more about the amazing work environment here at SYD, be sure to check out the Join us section of Sydney Airport’s website, where you can also see more about our flexible culture and work practices, alongside our other Employee benefits, or take a look at our LinkedIn Sydney Airport: Life page.

Make it Amazing

SYD is an Equal Opportunity Employer and encourages all suitably qualified applicants to apply, including First Nations Australians, and people from culturally diverse backgrounds.