AddressOpportunity to develop, drive and lead strategy across digital products and Customer Experience
Senior Executive leadership role working alongside an expansive internal and external stakeholder group
Lead the charge in shaping the next level of digital excellence to drive value for our Loyalty members
Qantas Loyalty is an integral part of the Qantas brand, with a vision to be the most valued and trusted Loyalty ecosystem that makes every day more rewarding. With a focus on rewarding loyalty and fostering lasting relationships, our business is dedicated to providing unparalleled value and benefits to our members. From earning points on flights, shopping and everyday purchases to enjoying exclusive perks and privileges, Qantas Loyalty is committed to delivering exceptional service and rewards. With a rich heritage and a forward-thinking approach, we continue to redefine loyalty in the aviation industry, setting the standard for excellence and innovation.
As the Executive Manager Product, Digital & CX, you will be responsible for developing and executing the digital product strategy and Customer Experience for the Qantas Frequent Flyer program, across all channels and touchpoints. Key to this will be to define, implement and embed a comprehensive CX practice, which focuses on simplifying the customer journey and driving value for Loyalty members. You will lead your team to deliver best-in-class digital products and services that delight our customers and drive loyalty and revenue, and partner with Qantas Group and external stakeholders to ensure alignment across the Loyalty product strategy and broader company's goals and objectives.
The Executive Manager, Product, Digital and CX will provide strategic advice and guidance to the Loyalty CEO, Qantas Loyalty Leadership Team and Qantas Group Leadership Team on all aspects of the Loyalty product portfolio, Customer Experience, revenue generation, commercial decisions and customer insights. You will be the lead product owner for Loyalty, accountable for the build of all Loyalty products and programs across our three key business units - Airline Loyalty & Program Design, Commercial Partnerships across financial services and retail, Qantas Business Rewards, Qantas Money & Home loans as well as our B2C business Hotels & Holidays , Qantas Wine & Qantas Insurance.
You will also uphold the brand and reputation of Qantas Loyalty with external stakeholders by ensuring the highest standards of Customer Experience for the Frequent Flyer program.
What you'll bring to the role:
10+ years of executive digital leadership experience in large and complex organisations, with a focus on Customer Experience, digital product, direct contact, e-commerce and marketing solutions.
A degree or master's qualification in business and/or technology, or equivalent.
A track record of developing and implementing innovative customer strategies that drive revenue growth and enhance brand reputation.
Expertise in creating and embedding Customer Experience practice and managing the full customer lifecycle, including customer segmentation, value proposition, customer feedback and loyalty.
Experience in redeveloping and integrating digital product and direct contact strategies, using best practice product development approaches and technologies.
Strong strategic competence and people leadership skills, with the ability to coach and develop leaders, manage performance and deliver results in a highly complex environment.
Excellent stakeholder relationship management and influencing capabilities, with the ability to present to and influence at the CEO, Board and senior executive levels.
Experience in leading Agile work environments and teams.
Collaborative and responsive leadership style, demonstrating ownership, accountability and a commitment to team development and mentorship.
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 up to 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 on Tuesday, 26th March 2024.
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.
