The role of a Customer Experience Manager

People travel for all sorts of reasons and it's great to be a part of that; helping them get away on their journey or welcoming them back when they get home is really rewarding.

On a typical day there are a lot of briefings, checking in with the team, making sure everyone is set up for success. And on the days when we have weather events like fog or thunderstorms or other disruptions, my job gets pretty hands-on. I'm "on the tools" being present for customer and helping people get where they need to go. It's a lot of conversation and a lot of listening to figure out how best to look after them.

I've been at Qantas for about nine years in different roles. Growing up in Ballina, NSW< I worked on the ramp doing baggage handling for my mate's dad's company. I studied psychology at university and kept working part-time on the ramp through that.

After uni I became an international cabin crew member for Qantas. I wanted to travel, to get away, and it was an amazing experience. I took a year off during the pandemic, came back to work in check-in for Jetstar, moved into an airport duty manager role, and now I'm one of six ACEMs in Brisbane. 

Being able to get experience in different roles has been great for my career and it's a nice thing about working for Qantas. My favourite part of the job is engaging with people, both customers and within the team. It sounds corny, but I love the team. It's a real culture of care and everyone wants to see all of us do well. And I love the customers, of course. Even if something hasn't gone smoothly, with care you can make someone's journey special.

James Knight
Customer Experience Manager (ACEM) at Brisbane Airport