Address- Great opportunity to drive improvements for customers and employees across our digital and physical touchpoints
- Develop data and insights to make recommendations for significant commercial and customer value
- Full-time permanent position based at our Head Office in Mascot
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. Our corporate functions include Corporate Affairs, Public Company, Legal, Finance, Treasury, Industrial Relations, IT, Sustainability, People and Customer, supporting the CEO in making Qantas a market leading, global organisation.
As the Manager, CX Improvement, you will be responsible for leveraging your strong understanding of data and insights to develop recommendations, design pragmatic solutions and drive forward strategic initiatives that significantly improve the customer and employee experience. Key aspects of the role include:
Data, analytics and insights
- Responsible for analysing large, complex datasets and synthesising data across a number of sources and systems (voice of customer, complaints, operations) to better understand and diagnose pain points, highlight gaps that need addressing and measure impact.
- Able to develop qualitative and quantitative frameworks that help prioritise key customer issues for action
- Uplift insights maturity by improving the quality of priority data sets, seeking new insights sources, defining research projects and uplifting analytical methods
- Effectively produce high-standard insights outputs (dashboards, report templates, presentations)
Insight-led recommendations and solutions
- Turn data-driven insights into a compelling narrative that supports a clear recommendation for improvement in products, services, experiences, or processes
- Design solutions that take recommendations forward, which may include pilot definition, MVP operating model design, strategic dashboard development, standing up a taskforce.
- Develop strategy artefacts for use by senior leadership to reach a decision (opportunity briefs, Executive-level presentations)
- Leading a variety of projects that enhance customer satisfaction, experience or loyalty, which may include enhancing app experiences, digitally-enabling front-line workers, optimizing digital feedback channels or a range of other strategic projects.
Stakeholder collaboration
- Leverage insights to improve decision making at senior customer forums, helping senior leaders and executives to embody a customer-centric culture
- Able to drive outcomes across cross-functional teams in a complex, matrix organization
- Able to communicate effectively with diverse stakeholders across all areas of customer and digital
Navigating ambiguity
- Able to work within a fast paced environment and quickly pivot to new or changing priorities
- Guide and supervise projects and teams while navigating ambiguity and shifting outcomes
To be successful in this role, you will be highly collaborative, commercially minded, possess a versatile soft skillset and are drawn to the idea of applying your skills to a range of customer and employee challenges.
You'll have -
- Tertiary qualifications in Commerce, Business or a related discipline
- 5+ years of leadership experience in large, complex matrix organisation
- Proven ability to run hypothesis-led analysis, frame insights and develop constructive next steps
- Experience in defining and driving forward strategic initiatives across multiple business units, aided by a robust fact base.
- Understanding of key CX and UX design principles and experience in using CX insights to identify and improve digital and front-line experiences
- Pragmatic and hands on approach to problem solving, management consulting or start up experience ideal
- Strategy development and execution
- Strong commercial acumen
- Senior stakeholder management skills with ability to influence/negotiate positive outcomes
- Demonstrated ability to collaborate, contribute and create effective teamwork across traditional organisational boundaries
- Motivational skills in coaching and leading teams to desired capabilities
- Advanced decision-making skills with the ability to appropriately delegate
- Experience in driving results in a fast-paced and continually changing environment
- Advanced planning skills to drive business performance
- Analytical and problem-solving skills
- Preparation and presentation of high-level reports, presentation and budgets
- HCD/Service Design skill set desirable
- Passion for the aviation sector
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 the 2nd of April
Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.
