Digital Product Analyst

3 weeks ago

Sydney, Australia Qantas Airways Limited Full time

An exciting opportunity to implement automation processes to improve the efficiency of customer interaction via our digital channels
- Challenge yourself to implement the growth of automation for Digital and Direct Customer Experience
- Permanent position based in our corporate Mascot campus in Sydney

The aviation sector doesn’t stand still. Challenged to adapt and change, we’ve responded by reinventing our customer experience, broadening our business and achieving what was thought impossible.

We’ve created something truly unique at our Mascot Campus to allow our people to work safely together in a beautiful space. Connected by a four-story atrium, ‘the street’ is a vibrant, atmospheric hub. We’ve overcome many obstacles in our long history. This is because we’ve quickly responded to changing environments and worked to produce the right outcome.

As the Digital Product Analyst, you will work with Business Partners, third party organisations and the Digital organisation to provide exceptional support and service for digital products for our customers. Within a complex environment you will be accountable for ensuring issue management resolution, trend analysis and recommendations, as well as product enhancement opportunities. Analytical and passionate about problem solving, the Digital Product Analyst manages incoming product queries, which will be from business units, external organisations or customers sources, produces reports, identify trends and opportunities for product improvements, and effectively communicate how features and processes work. You will be responsible for the operation of the defined product suite and will undertake regular reviews to ensure continuous improvement and innovative methods are applied.

You’ll have
- Experience as a support analyst and a passion for agile ways of working
- Knowledge and understanding of reservation and ticketing systems, Amadeus experience will be advantageous
- Airline or travel industry experience would be preferred
- Investigate, track and resolve technical product and software issues including raising and management of defects and solution documentation.
- Advanced analytical and problem-solving skills including the identification of trends for issues and action plans to mitigate
- Diligence and commitment to seeing queries through to full resolution
- Proven ability to follow a methodical approach to problem-solving with very high attention to detail
- Assist users with troubleshooting and self-service
- Develop and maintain user-guides, internal knowledge articles and product documentation
- Proven ability to meet goals and deadlines
- Able to work with a high degree of autonomy and is proactive
- Experience with and comfort using collaboration tools such as JIRA and Confluence to document and manage stories and other documentation
- Stakeholder engagement and management
- Excellent written and verbal communication skills; can effectively manage customer expectations
- 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 14 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._

Applications Close: 3rd January 2023
- Please note: Under the Qantas Group COVID-19 Vaccination Policy all Australia-based new employees of a Qantas Group entity must be fully vaccinated with an Approved COVID-19 Vacci

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