Manager, Digital Experience Optimisation

2 months ago

Sydney, Australia Qantas Airways Limited Full time

Great opportunity to drive continuous improvement in our Qantas Digital & Customer Experience business unit
- Contribute your strategy and change management skills, to make recommendations for significant commercial and customer value
- Full-time permanent position based at our Head Office in Mascot

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 the 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.

As the Manager, Digital Experience Optimisation within the cross-channel Digital, Direct and Customer Experience team, you will play an instrumental role in uplifting experience across our digital channels by providing a range of advisory and hands-on support to stakeholders at all levels.

You will have experience at building a robust fact bases through research and data analysis in order to generate recommendations that achieve endorsement from digital and customer leadership, and at seeing through a range of strategic initiatives that lead to concrete customer and business outcomes.

Using your understating of CX best practice, digital technology and human centred design, you will be adept and influencing change in large organisations and driving significant experience improvements (e.g. service design, UI/UX enhancements, optimised content) that lead to positive and measurable customer outcomes.

You’ll have
- Experience in or passion for customer experience transformation, with past experience driving or implementing digital or channel transformation initiatives (e.g. website replatforming, chatbot development, contact centre transformation or digital content strategy definition)
- Experience operating as a strategic adviser in a large, multifaceted organisation, using quality, accurate analysis and exceptional communication to enable a large stakeholder to reach target outcomes.
- The ability to structure recommendations around robust business or data analysis, to elicit a insights that help progress key business challenges.
- Demonstrated ability to bring clarity to ambiguous customer problems through a well-tested consultative toolkit (structured analysis, workshop facilitation, insight synthesis)
- Track record of working effectively in highly-collaborative environments, both across internal (e.g. contact centres, digital, loyalty, marketing, technology) and external stakeholders (including partners and suppliers)
- Proven experience framing and quantifying commercial benefits of customer experience decisions and working with relevant stakeholders to validate analysis.
- Familiarity with best practice digital delivery methodologies (e.g. Agile, HCD)
- Familiarity with digital and marketing platforms (e.g. AEM, Salesforce CRM, Adobe Analytics)
- 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 on the 6th of December

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