This senior leadership role is responsible for shaping and improving Qantas’s retail customer experience across relevant channels and touchpoints. Requirements typically include significant experience in customer experience, retail, commercial strategy, digital journeys or service design, together with strong people leadership and stakeholder-management skills. The successful candidate is expected to develop customer-led strategies, use insights and data to identify improvements, manage complex initiatives, and deliver measurable commercial and service outcomes. Experience in a large, customer-facing organisation, excellent communication skills, and the ability to influence senior leaders are likely to be important. Candidates should be comfortable working across functions, balancing customer needs with business performance, and leading change in a fast-paced aviation environment.
Qantas Airways Limited is Australia’s national airline and one of the country’s most recognised companies. Founded in 1920, the Qantas Group operates domestic and international passenger services, regional flights, freight operations and loyalty businesses through brands including Qantas and Jetstar. Its network connects Australia with major destinations across Asia, Europe, North America, New Zealand and the Pacific. Qantas employs thousands of people across aviation, customer service, engineering, technology, commercial, airport and corporate functions. The organisation places strong emphasis on safety, operational reliability, customer experience and sustainability. Its headquarters are in Sydney, while major operational centres include Melbourne, Brisbane, Perth and other Australian airports. Working for Qantas can provide exposure to a large, complex service business and opportunities to contribute to major customer and digital transformation initiatives.
Australia offers strong opportunities in aviation, tourism, retail, technology, healthcare, engineering, construction, education and professional services. Sydney, Melbourne, Brisbane, Perth and Adelaide are major employment centres, while regional areas can offer opportunities in agriculture, healthcare, tourism and mining. Australian workplace culture is generally informal, practical and collaborative, with emphasis on punctuality, safety and work-life balance. Lifestyle varies from vibrant cities and beaches to regional and outdoor living, although housing and transport costs can be high in major cities. Skilled migrants may explore employer-sponsored visas, the Skilled Independent visa, state-nominated pathways or working holiday options, depending on nationality, occupation and eligibility. Relocating usually requires a valid visa, health insurance, tax registration and proof of suitable funds. Research housing, school access, commuting distances and local climate before choosing a location.
Make sure pop-ups and redirects are enabled in your browser settings.
Ooops
Something went wrong, a few job details could not be loaded but you can still apply directly below:
Fetching job details, please wait...