Address
Form of workCreate and execute complex, high value strategies across digital operations which deliver high-impact outcomes for our customers.
Lead the delivery of strategic Group-level programs in a fast-changing environment
Full time permanent position based at our Mascot Campus
While Qantas is synonymous with aviation, we’ve evolved in ways that may surprise you. We’ve taken digital to a whole new level, having created a technology hub and providing digital solutions that drive our business forward.
As the Senior Analyst, Disruption Services at Qantas, you will play a pivotal role in optimising the end-to-end customer experience. Reporting to the Manager Strategic Disruption Planning, Qantas Group, you'll leverage data insights to identify and enhance Customer Journey processes, service operations, and disruption policy planning.
In this strategic position, you will collaborate with business units, including IOC, Airports, and Contact Centres, to understand the Customer Journey and implement improvement initiatives. Your role will be crucial in planning, developing, and implementing end-to-end processes for customer disruption management, ensuring effective collaboration with stakeholders for timely implementation. The Senior Analyst will be responsible for developing relevant and actionable insights, using qualitative surveys and quantitative analysis that uncover pain points and make recommendations across the Customer Journey. You will utilize your analytical skills to develop reporting, build insights and monitor/track key metrics such as CSAT, NPS, and other commercial performance metrics.
You will have:
4 – 6 years’ experience in a similar role
Strategic thinking
Strong analytical and problem-solving skills
Business acumen
Data analysis and interpretation
System and process optimisation
Project management
Proven technical expertise across operational systems (OPR, CM, Amadeus)
Ability to understand and focus at the technical level with a user-centric approach
Proven success in developing, deploying and driving business process adoption
Ability to interpret complex issues and leverage best practice process design
Ability to understand process documentation, and identify areas for improvement
Strong commitment to business improvement and willingness to drive change
Highly credible with the ability to build strong effective working relationships
Excellent written and verbal communication skills with the ability to communicate at all level
Demonstrated commitment to customer service excellence
Understanding of the airline IROPs process is highly desirable
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: Monday 25th March
Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsors
