Senior Analyst, Customer Strategy

• • 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  
  • Permanent role 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 Senior Analyst, Customer Strategy to support the development and execution of the end-to-end customer experience for Qantas Airlines. In this role, you'll contribute to defining the end-to-end Qantas customer strategy. You will be working closely 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 an important 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 strong understanding of customer needs, competitive pressures, and the broader industry landscape, over time. You will be an advocate for the voice of the customer, ensuring that insights are captured and considered. Your analytical thinking and collaborative approach will be critical in supporting 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 experience in delivering impactful analysis, we invite you to join our team.

You’ll have – 

• 3+ years' experience in a similar role, a management consulting firm, or a professional service firm
• Strong problem-solving, analytical skills, and commercial awareness
• Effective verbal communication and relationship-building skills, with emotional intelligence to work collaboratively with stakeholders across the Qantas Group
• Ability to develop quality quantitative analysis and written materials for presentation to management
• Ability to advocate for the voice of the customer and support broader organisational customer centricity
• Curious thinker with the ability to understand and apply new concepts, and contribute fresh perspectives

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: Thursday 28 August 2025.

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