Head of Cabin Crew and Customer Experience

2 weeks ago

Perth, Australia Qantas Airways Limited Full time

Challenge yourself to lead change and transformation for Cabin Crew at Network Aviation
- Together we’ll enhance customer experience in a rapidly evolving environment
- Full time permanent position based in Perth

Today, we’re busy planning for tomorrow. We look to the future to guide the way we innovate, helping us stay relevant and responsive in an industry that is always evolving. At the Qantas Group, our smaller businesses are an important part, so no matter where you fit in, we come together with pride to deliver the best and safest experience for our customers.

At Network Aviation, we are incredibly proud of our West Australian heritage. Based at Perth Airport, we’re a vibrant team of more than 800 people, committed to creating a respectful, supportive and fair work environment where diversity is valued. Our people are the heart of our operation whether it’s our focus on health and wellbeing, or the value we place on the contribution our employees; together we foster a culture of inclusiveness that sets us apart. In this dynamic and constantly evolving sector, it’s your drive to deliver our business goals that will keep our organisation competitive for the future. We won’t settle for anything less than the best outcome. We’re a high performing team, and we each can add value and make an impact on the business.

The Head of Crew and Customer Experience is responsible for supporting our cabin crew teams through the ownership of the standards, framework and procedures across service, customer and internal communications. Influencing and co-designing the customer experience strategy as well as service standards. This role works across multiple stakeholders with the priority being to ensure cabin crew’s focus is on the delivery of consistently high quality customer experience in everything we do, delivered through service support design and ensuring our crew are set up for success and engaged to deliver.

You’ll have:

- Exceptional people leadership with strong experience managing large operational teams.
- Deep experience in or knowledge of operational workforce planning or ability to demonstrate capability.
- Involvement in strategy implementation.
- Superior project management, financial, communications and stakeholder management skills.
- Ability and confidence to quickly identify key opportunities and issues in any business and develop strategies or plans to capitalise on these opportunities or resolve issues.
- Ability to think critically and resolve complex issues.
- Ability to engage people through communication and leadership skills.
- Commitment to change and continuous improvement.
- Collaborative team player.
- Ability to influence positive outcomes at a senior level.
- Resilient, highly motivated with ability to motivate others.
- Strategic thinker with the ability to build effective teams and engagement.
- Willingness to coach and develop others.
- High level of emotional intelligence and communication abilities.

Why the Qantas Group?

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 the Qantas Group. 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 Wednesday 19 April 2023.

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