This senior role is responsible for shaping and improving customer experiences across Qantas retail channels, using customer insight, commercial thinking and service design to increase satisfaction, engagement and business performance. Requirements typically include substantial experience in customer experience, retail, digital commerce, loyalty or service operations; strong analytical, project and stakeholder-management skills; and the ability to lead cross-functional initiatives. The successful candidate is expected to develop customer-centred strategies, identify opportunities for improvement, manage senior stakeholders, use data to guide decisions and deliver practical changes in a complex organisation. Experience in aviation, travel, loyalty programs or large-scale retail environments would be advantageous.
Qantas Airways Limited is Australia’s national airline and one of the country’s most recognised travel brands. Founded in 1920, the Qantas Group operates domestic and international passenger services, freight operations and related travel businesses through brands including Qantas and Jetstar. Its network connects Australia with major cities across Asia, North America, Europe, New Zealand and the Pacific, supported by a large workforce in aviation, customer service, engineering, technology, commercial and corporate functions. Qantas places strong emphasis on safety, operational reliability, customer experience and sustainability. The company also operates Qantas Loyalty, a major rewards and retail ecosystem that includes the Qantas Frequent Flyer program. Employees generally work in a highly regulated, commercially focused environment where collaboration, resilience and a commitment to customers are valued.
Australia is an island continent with strong employment opportunities in aviation, technology, healthcare, engineering, finance, tourism, education and retail. Sydney, Melbourne, Brisbane, Perth and Adelaide are major career centres, while regional cities can offer a more relaxed lifestyle and growing demand for skilled workers. Australian culture is generally informal, multicultural and supportive of work-life balance, with outdoor activities, sport and coastal living forming an important part of daily life. Housing and childcare can be expensive in major cities, and distances between regions are substantial. Skilled professionals may qualify for employer-sponsored, skilled or state-nominated visas, depending on occupation, experience and English ability. Applicants should check current requirements through the Australian Department of Home Affairs. Relocation planning should include health insurance, tax, accommodation, transport and recognition of qualifications.
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