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George Goucher

Performance Manager - AI, Robotics and Emerging Technology at Jetstar Airways

George Goucher is a seasoned professional currently serving as the Performance Manager for AI, Robotics and Emerging Technology at Jetstar Airways in Melbourne, Australia. He has been in this role since December 2017, focusing on developing virtual assistants, robotics, and new technologies to enhance customer experience and reduce costs within the Customer Care department.1

Career History

Prior to his current position, Goucher's career path includes:

  • Project Manager at Jetstar Airways (January 2017 - November 2017)
  • Corporate Programme Manager at British Airways (June 2014 - February 2017)
  • Direct Programme Lead at British Airways (April 2013 - June 2014)
  • Various roles in security and event management, including work with the London 2012 Olympics1

Educational Background and Qualifications

Goucher is well-qualified in project management, holding certifications in:

  • Managing Successful Programmes (MSP)
  • PRINCE2 (PRojects IN Controlled Environments)1

He attended Shrewsbury School from 1998 to 2003, obtaining 10 GCSEs, and later trained at the Royal Military Academy Sandhurst in 2007.1

Key Responsibilities and Achievements

At Jetstar Airways, Goucher has been instrumental in implementing and improving the airline's virtual assistant, Jess. Under his leadership:

  • Jess now handles 48% of all customer conversations, managing over 250,000 conversations per month
  • The virtual assistant has achieved an 82% success rate
  • Jetstar has seen a 20% reduction in calls to the contact center per 1,000 passengers2

Goucher's work has positioned Jess as a central point of contact for customer assistance across multiple platforms, including the website, mobile app, and Facebook Messenger.2

Professional Approach

Goucher emphasizes the importance of self-service in customer interactions while maintaining a human-like experience. He views AI-powered assistants like Jess as digital concierges, supporting customers across various platforms and delivering personalized experiences.2

His LinkedIn profile showcases his expertise in programme and project management, with a focus on improving customer experience through innovative technologies in the airline industry.1

Related Questions

What specific AI and robotics projects has George Goucher led at Jetstar Airways?
How did George Goucher's experience in the British Army influence his leadership style?
What were George Goucher's key responsibilities at the London Olympics?
How has George Goucher's career evolved since his time at British Airways?
What technologies is George Goucher currently implementing at Jetstar Airways?
George Goucher
George Goucher, photo 1
George Goucher, photo 2
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Location

Greater Melbourne Area