Senior Manager Strategic Insights - CX

• Opportunity to shape customer experiences across Qantas Loyalty
• Leadership role working on a diverse portfolio with a broad stakeholder group
• 12 month fixed-term role based at our Mascot HQ

Qantas Loyalty is a high performing business and has a history of launching exciting new brands and services that make a difference to its millions of Frequent Flyer and Business Rewards members. Qantas Frequent Flyer and Qantas Business Rewards remain at the core of the program, while the business has evolved to include a number of new ventures and other businesses such as Qantas Money, Qantas Insurance, Qantas Hotels & Holidays and Qantas Wine.

As Senior Manager, Strategic Insights within our Customer Experience (CX) team, you will use your blend of customer centric strategic thinking and advanced data analytics expertise to drive the usage of data and insights across the end-to-end customer journey. This role is the CX data specialist who transforms complex data sets into clear and compelling narratives that drive data-driven decision making aligned to the member experience and journey.

This role requires independent thought leadership, working within the CX team to help to shape Loyalty's customer experience strategy, rapidly scope the viability of CX initiatives, and ensure there is informed decision making that aligns to the achievement of key customer outcomes. You will need a curious mindset, confidence in ambiguity, and the ability to identify the core drivers of customer behaviour across all touchpoints of the Loyalty ecosystem.

You will be responsible for mapping customer data points across the entire customer journey and translating insights into actionable recommendations that support CX strategies and key growth initiatives. Through advanced analytics techniques such as modelling, optimisation, customer forecasting, and next best action decisioning, you will get hands-on in the data to provide actionable insights while developing scalable solutions that automate manual processes and simplify core analytics and dashboard reporting across customer journeys.

Working in partnership with the other CX Strategic Insights Senior Managers and Finance, you will respond to data and reporting requests from stakeholders across the business, continually improving data collection towards a 360-degree view of the customer. A key aspect of your role will be partnering with Finance to model the commercial opportunity of different CX initiatives, identifying behavioural metrics required for commercial modelling and showcasing profit impact scenarios of changing customer behaviour. This role offers the opportunity to make a significant strategic impact on customer experience within one of Australia's most innovative loyalty programs.

What you'll bring to the role:

• 5+ years of experience in analytics, insights, or consulting roles within relevant industries
• Degree-level qualifications, with preference for degrees in economics, applied statistics or a related analytical field
• Experience in segmentation, customer cohorts and customer retention analytics is essential
• Previous experience in turning raw data into actionable, value-adding insights and recommendations, with a proven track record of success
• Strong commercial acumen and experience in modelling behavioural insights into commercial outcomes
• Extensive experience in extracting and manipulating large volume data with SQL, with direct experience with the Teradata platform preferred
• Prior experience in using visualisation tools such as Tableau desired
• Proven analytical and problem-solving skills, with the ability to overlay commercial acumen to developed insights and recommendations
• Commitment, professionalism, respect and a 'can-do' attitude in any situation
• Proven ability to communicate insights and recommendations to senior stakeholders in a clear and concise manner, both in verbal and written formats
• Strong capability of managing and prioritising several competing tasks for different stakeholders

Why Qantas?

If you’re successful in your application, 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 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 additional purchased leave options. 
• 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 for everything from motor vehicles to electronic devices.
• We’ll support your wellbeing: Whether its learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan.

Applications close: 17 June 2025 

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. By coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. 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.

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