Head of Customer Experience

1 week ago

Sydney, New South Wales, Australia Qantas Airways Limited Full time
Full time, permanent opportunity based in our Head Office in Mascot

  • Challenge yourself and be a part of a key and strategic role within our Qantas Loyalty business
  • Solve real customer problems with autonomy, selfdirection, and a healthy work life balance


Qantas Loyalty is a high performing business and has a history of launching exciting new brands and services that make a difference to its millions of Frequent Flyer and Business Rewards members.

Qantas Frequent Flyer and Qantas Business Rewards remain at the core of the program, while the business has evolved to include a number of new ventures and other businesses such as Qantas Money, Qantas Insurance and Qantas Wine.


The Head of Customer Experience (CX) is responsible for developing and executing the overall customer experience (CX) strategy for the Qantas Frequent Flyer (QFF) program.


We're seeking a dynamic and visionary leader to join our team as the Head of Customer Experience - Loyalty for the Qantas Frequent Flyer program.

In this role, you'll play a pivotal part in shaping the customer journey for our members, influencing our partners' strategies, and showcasing our thought leadership in customer experience practices.


Key Responsibilities:

  • Develop and execute the overall CX strategy for the Qantas Frequent Flyer program.
  • Establish and continuously improve our customer experience practices, including operating models, methodologies, measurements, and tools.
  • Monitor and optimise customer experiences across all channels and products.
  • Embed CX principles across our business, aligning our offerings with customer preferences, trends, and needs.
  • Foster successful partnerships to align and influence CX strategies within the Qantas Group and Loyalty partners.
  • Provide expert advice on CX to the Qantas Loyalty Leadership Team.
  • Develop thought leadership materials and represent Qantas Loyalty at industry events.
  • Why Qantas?_
  • 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 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 14 weeks paid parental leave and additional purchased leave options._
- _ 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 for everything from motor vehicles to electronic devices._
- _ We'll support your wellbeing: Whether its learning to better support your own and others' mental health, our interactive wellbeing app or your very own tailored nutrition plan._

Applications close on the 11th of May

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