• Drive initiatives that transform customer experiences and reinforce Qantas’ position as a global leader in aviation  

• Lead the development and execution of the end-to-end customer experience  

• 12-months Fixed Term Contract, based at our Mascot Campus 

We’ve always been pioneers, and we’re proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today.  

Qantas is seeking a dynamic and experienced Manager Customer Journey Strategy to lead the development and execution of the end-to-end customer experience for Qantas Airlines.  In this role, you’ll be responsible for the identification of opportunities across the end -to-end customer journey and the associated generation and assessment of options, provision of recommendations and leading of the approval process to drive continual enhancement in the customer journey experience. . With a focus on cost transformation and delivering customer value, you will play a key role in shaping the future of the Qantas customer journey while ensuring alignment with our strategic objectives. 

To succeed in this role, you will possess a deep understanding of customer needs, competitive pressures, and the broader industry landscape. You will be a strong advocate for the voice of the customer, ensuring that insights are integrated. Your strategic thinking and leadership skills will be critical in driving initiatives that transform customer experiences and reinforce Qantas’ position as a global leader in aviation. If you have a passion for customer-centric innovation and a proven track record of delivering impactful results, we invite you to join our team. 

You’ll have – 

• 5+ years’ experience in a similar role, working across customer journey design and innovation roles

• Proven problem-solving, analytical skills, and commercial acumen with awareness of human behaviour and emotive factors. 

• High level of computer literacy, particularly in Excel, PowerPoint, and Word. 

• Ability to champion the voice of the customer and drive deeper organisational customer centricity. 

• Capable of balancing customer, operational, financial, commercial, strategic, and regulatory factors in decision-making. 

• Lateral thinker with the intellectual capability to understand and apply new concepts. 

• Strong organisational skills with the ability to prioritise conflicting tasks and meet deadlines. 

• Able to work independently, communicate outcomes to senior management, and challenge the status quo. 

• Strong communication, presentation, and stakeholder management skills, with confidence to work across Business Units. 

Why Qantas?  

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully. 

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.  

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.  

• We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays. 

• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees.

• We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment.

• You an also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships. 

• We’ll support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan. 

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.  We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply.  If you have any support or access requirements, we encourage you to advise us at time of application.  Your personal information will be kept confidential in compliance with relevant privacy legislation. 

Be a part of something special and play your part in the Qantas story – get in touch today. 

Applications close Sunday 29th September 

Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.