Senior Customer Strategy Analyst

• Drive strategic research projects to drive product innovation at Qantas to uplift the customer experience in flight, on the ground and across Qantas group
• Generate insights and partner with stakeholders across the business to shape product strategy and roadmaps
• Be part of a team developing, shaping and delivering customer concepts
• Full-time permanent position based at our Mascot Campus

We’re challenging ourselves to reinvent the future, finding opportunities to connect with customers that can add value to different parts of their lives. A lot has changed since we first flew from the Queensland outback in 1920. We’ve gone from carrying two passengers in biplanes, to 450 people in some of the largest aircraft in the world. Today, we proudly represent the spirit of Australia, flying our customers across the world and creating experiences that last a lifetime. You’ll be proud to work with us, as we’ll empower you to achieve what might have been thought impossible.

As a Senior Analyst, Product Innovation you will draw on your skills in customer strategy, your eagerness to tackle complex challenges and your strong people skills to:

• Champion innovation across the Qantas Group – working on anything from lounge propositions, to in-flight food and beverage improvements to accessibility experience
• Generate strategic insights by running customer research and utilising multiple data sources (eg post flight surveys, social media) to identify opportunities for impact
• Develop and run concept tests and in-market pilots to define the impact of opportunities
• Influence stakeholders across the business by building relationships, developing data-backed narratives and running workshops
• Partner with internal and external stakeholders to deliver concepts in market, measure their impact and integrate learnings

This is a multi-faceted, innovative role for someone that would love to lean into strategy, delivery, insights and customer experience and is excited about the challenge to create impact in a large complex, aviation business.

You’ll have

• 3+ years experience in Strategic Design, Strategy/Consulting, Product Management and/or insights
• Qualitative and quantitative research and insight development skills
• Experience designing hypothesis driven experiments and pilot launches (ideally with some physical product experience)
• Ability to turn insights into action through impactful workshops and skilled stakeholder management
• Willingness to deliver customer concepts by working through challenges in a large, complex aviation business
• The consulting toolkit and verbal and written communication skills that enable you to influence diverse audiences

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 and the option to purchase additional paid leave 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 on Friday 14th November 2025

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