Manager Customer Strategy

• Lead the development and execution of Qantas’ end-to-end customer strategy, shaping future customer journeys in collaboration with product teams and stakeholders across the Group.
• Leverage insights from market research, customer feedback, competitor analysis, and industry trends to identify opportunities that enhance customer value
• 6 month 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 Customer Strategy Manager to lead the development and execution of the end-to-end customer experience for Qantas Airlines.  The Manager, Customer Strategy role will join the Group Customer Strategy team for a 6-month fixed term role. In this role, you’ll be responsible for defining the end-to-end Qantas customer strategy. You will be working with our Customer Product teams and all relevant stakeholders to continually enhance the customer journey experience. With a focus on 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. 

The Manager, Customer Strategy will analyse market research, competitor activities, group strategy, operational feedback, and industry trends to identify gaps and opportunities for Qantas customers. In addition to supporting strategy development for Qantas Airlines, the Manager will collaborate on strategic thinking and customer projects across the Qantas Group, ensuring alignment with Jetstar and Qantas Loyalty initiatives. The role will contribute to the development of customer-centric strategies, ensuring that customer activities are aligned and coordinated across the business.

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 will:

• 5+ years’ experience in similar role, a management consulting firm, or a professional service firm.
• Proven problem-solving, analytical skills, and commercial acumen
• Strong verbal communication and relationship-building skills, and a high level of emotional intelligence to work with and manage stakeholders across the Qantas Group
• Ability to create high-quality quantitative analysis and written materials for presentation to senior management.
• 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. 
• Able to work independently, communicate outcomes to senior management, and challenge the status quo. 

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 can 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 Thursday 1st May

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