Senior Manager Customer Strategy

• Challenge yourself to design and execute customer-focused, strategic projects that have high value and high impact on the business
• Take an opportunity to lead the development of the end-to-end Customer Strategy and framework across the Qantas Group
• Permanent role based at our Mascot Campus

While we operate in an unpredictable industry, we thrive on uncertainty and are always ready for a challenge. Our customers come first. We’re constantly challenging ourselves to reimagine our customer experience, and work hard to connect and build trust. Ultimately, our products and services should make people feel at home no matter where they are.
The Senior Manager, Customer Strategy is responsible for leading strategic customer projects across the Group championing the customer This+ involves reviewing customer insights, industry performance, and developing customer experience improvement and growth recommendations to the Chief Customer & Digital Officer, other senior executives and stakeholders.
This role will develop the strategies required to continually enhance and transform the end to end customer experience, with a focus on delivering value to customers – understanding key pain points and opportunities to enhance customer experience, whilst driving optimal outcomes.
You will be required to interpret and analyse market research, data and insights, competitor activity, group strategy, operational feedback and industry trends to understand the gaps and opportunities for Qantas Customers, and working closely with stakeholders from across Qantas to formulate strategies to address them.
As well as driving the overall Customer Strategy for Qantas Airlines, the position is also required to drive strategic thinking and customer projects across the Group, ensuring customer strategies and activities across Qantas Airline, Jetstar and Qantas Loyalty are strategically aligned and co-ordinated.
You’ll have –

• 7-10 years’ business experience, with experience in strategy consulting desirable
• Tertiary qualification in Business or similar,
• Superior strategic development, analytical, financial, communications and project management skills with strong commercial acumen and customer strategies
• An ability and confidence to ‘own the problem’ - rapidly identifying key issues, structuring a project to develop and assess strategic options and delivering sound strategic recommendations
• Thorough understanding of strategic, customer experience and financial evaluation techniques
• Experience in leading strategy projects and teams, and linking Customer Strategy to business strategy
• Experience in a customer-focused organisation or previous work on strategy projects including customer segmentation, customer research and data analytics

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.
We’re committed to helping you build your career. With the support of your manager, lets start a conversation about making your next move.
Applications close: Sunday 4th February