Manager Customer Journey Product Strategy

2 weeks ago

Sydney, New South Wales, Australia Qantas Airways Limited Full time
Challenge yourself daily

  • Act as an industry thought leader for customer strategy
  • Permanent role, based at our Mascot Campus
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 and 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.


The Manager Customer Product Strategy will be responsible for the development of the day of journey customer product strategy supporting Qantas Airlines.

You will be responsible for the identification of opportunities across the day of travel customer experience and the associated generation and assessment of options, provision of recommendations and leading of the approval process to drive continual enhancement in the customer experience with a focus on cost transformation and delivering customer value.


You will have an intimate understanding of customer and competitor trends and the wider industry landscape to drive the customer product strategy and will be an active advocate for the voice of the customer across the Qantas Group.

You'll have

  • A Degree qualification (commercial, analytical degree preferred)
  • Proven problem solving and analytical skills (including awareness of human behaviours and emotive factors) and commercial acumen with ability to work and contribute to a high performing collaborative team
  • Demonstrated ability to champion the voice of the customer and genuine interest in driving deeper organisational customer centricity
  • Demonstrated ability to balance customer, operational, commercial, strategic, safety and regulatory factors when making recommendations
  • High level of computer literacy with extensive knowledge of Excel, PowerPoint and Word
  • Sound organisational skills and the proven ability to prioritise conflicting tasks in order to meet deadlines
  • Ability to work independently with mínimal management input and communicate outcomes to senior management
  • Strong communication, presentation and stakeholder management skills and ability to work with individuals across a range of Business Units and areas of expertise
  • Able and confident to constantly challenge the status quo across a wide range of multi level stakeholders
  • High level of commitment and professionalism with willingness to learn, take ownership and accountability for high performance delivery
  • 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._

Be a part of something special and play your part in the Qantas story - get in touch today.

Applications close 7th August 2023

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