AddressQantas 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.
The VoC Program Manager is responsible for designing and executing the strategic direction of the VoC program, with a particular focus on our in-journey episodic, interaction and touchpoint measurement and feedback. The role will work closely with both the Qantas Loyalty Research and Insights team and the CX team, with the latter setting the direction and delivering on major CX initiatives.
The role will also be responsible for leading relationships with stakeholders and leveraging the VoC insights to enable more customer-centric decision making to ensure Qantas Group alignment, this role will also collaborate and share processes and learnings with the Group CX and Insight team. This role is a blend of hands-on delivery and driving strategic change in the business. The VoC Program Manager will bring both strong technical and operational VoC experience and be able to take stakeholders on the journey.
As a senior member of the CX team, the VoC Program Manager will contribute to broader CX strategy/initiatives and integrate feedback with data analytics and customer research to help inform and drive positive customer outcomes
What you’ll bring to the role:
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.
Applications close on the 30th of June
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.
