Address- Set the vision and strategic direction for an integrated suite of products supporting customer recovery
- Flexible ways of working - hybrid model with 3 days onsite
- 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.
We are on a mission to reimagine how we can better support our customers when things don't go to plan. The Senior Transformation Analyst - Disruption Customer Recovery is a key role that will provide exceptional support and drive key responsibilities across the Customer Recovery Disruption portfolio. This will provide outstanding exposure across setting the strategic direction, design, delivery of digital and assisted experiences in a complex and high impactful environment.
This role will be responsible for driving the analysis to understand the true problems to solve and sizing opportunities by drawing on a range of sources including process maps, customer feedback, operational data. You will make the complex simple by drawing on strategic frameworks to problem solve, prioritise, and communicate ideas. You will be confident at forming a succinct narrative to engage stakeholders and gain buy in for the cross functional changes.
You will also be a key player in navigating cross functional stakeholders to progress initiatives through to delivery for impactful results for our customers and people.
This role will work collaboratively with Digital and Technology teams, operational areas including Airports and Contact Centres and external vendors to step change how we can better empower our customers through a flight disruption.
You'll have -
- Tertiary qualification in Business, Digital, IT or relevant field
- Minimum 4 years' experience working in strategy/technology/digital
- Strong analytical skills, problem solving ability and conceptual thinking
- Thrive in a hypothesis-led environment and ability to frame strategic challenges from a digital/technology perspective, and front line/operations experience will be highly regarded
- Strategic mindset, can solve, and lead the solving of, strategic problems of high complexity
- Project management skills
- Excellent communication skills and stakeholder management
- Proven ability to meet goals and deadlines with an excellent attention to detail
- Able to work with a high degree of autonomy and is proactive with initiative and a bias for yes
- Process driven mindset, with the ability to drive change with complex processes and systems
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 20th of March
Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.
