Manager, Digital Cx Improvement

6 months ago

Sydney, Australia Qantas Airways Limited Full time

Great opportunity to drive continuous improvement in our Qantas Digital & Customer Experience business unit
- Develop data and insights 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 CX Improvement, you will be responsible for establishing, implementing and communicating the data and insights required to improve the Customer Experience (CX) across Digital and Direct Customer Experience for the Qantas group. This role will lead a team that empowers the broader D&DCE organisation from initial identification of CX pain points, through to prioritisation, diagnosis, rectification and reporting/learning.

Using end-to-end insights that combine qualitative and quantitative analysis, you will guide your team to generate insights through metrics such as CSAT, NPS, Verbatim, Sentiment, Effort Scores and Errors. This will allow the Qantas group to identify customer pain points early and improve the CX across the broad range of touchpoints.

To be successful in this role, you will have strong stakeholder management, spanning a range of commercial, customer and operational functions, in addition to an ability to mentor senior analysts.

Using Customer Intelligence, you will employ a systematic and data driven approach to design and bring meaningful Digital and Physical customer experiences to life throughout the customer journey.

You’ll have
- Tertiary qualifications in Commerce, Business or a related discipline
- 5+ years of leadership experience in large, complex matrix organisation
- Experience in leading the delivery of large-scale insights and analytics programs across multiple business units
- Understanding of key CX and UX design principles and experience in using CX insights to identify and improve experiences
- Strategy development and execution
- Strong commercial acumen
- Senior stakeholder management skills with ability to influence/negotiate positive outcomes
- Demonstrated ability to collaborate, contribute and create effective teamwork across traditional organisational boundaries
- Motivational skills in coaching and leading teams to desired capabilities
- Advanced decision-making skills with the ability to appropriately delegate
- Experience in driving results in a fast-paced and continually changing environment
- Advanced planning skills to drive business performance
- Analytical and problem-solving skills
- Preparation and presentation of high-level reports, presentation and budgets
- 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 21st of February

  • Digital & Cx Manager

    7 months ago

    Sydney, Australia Perceptor Full time

    Industry Leading Automotive Innovator - Fast Paced, High Performing Culture - Competitive Salary Package including a fully maintained vehicle A leading global company at the forefront of cutting-edge vehicle design and sustainable mobility solutions is seeking a Digital & CX Manager to lead their digital Customer Experience initiatives and help shape the...

  • Enterprise Account Executive

    4 months ago

    Sydney, Australia Probe CX Full time

    **Shape the Future of Customer Experience with Probe CX** At Probe CX, we don't just participate in the industry—we're leading it. As the largest BPO in the Southern Hemisphere, we're on a mission to redefine customer experience through digital innovation. With the BPO/CX sector set to grow by 10% year on year until 2035, there's never been a better time...

  • Cx Specialist

    6 months ago

    Sydney, Australia DLL Full time

    **CX Specialist** An exciting new permanent opportunity has become available within the ANZ DLL team for a CX Specialist. This role aims to exceed the end-to-end needs of our partners and customers and offer an amazing customer experience when doing business with DLL. DLL is looking to accelerate its speed of change to enhance the customer experience via a...

  • Digital Cx and Design Manager

    2 months ago

    Sydney, Australia Allens Full time

    Your role At Allens our business teams are specialists in their field, using their unique knowledge and expertise to solve critical client and business challenges. You'll play a critical leadership role in our Digital, Design and Data team based in Sydney or Melbourne and oversee an end-to-end design and digital production team, significantly contributing...

  • Digital Transformation CX Project Lead

    2 weeks ago

    Sydney, New South Wales, Australia Technology People Australia Full time

    At Technology People Australia, we are seeking a highly skilled Digital Transformation CX Project Lead to join our team.We are currently working on two major initiatives focused on next-gen booking systems and optimizing pricing displays. This role offers a unique opportunity to shape seamless, self-serve solutions that elevate the end-to-end travel...

  • Principal Cx Designer

    7 months ago

    Sydney, Australia nbn™ Full time

    Job Expectations A fantastic opportunity at nbn, as a Principle CX Designer, reporting to the Executive Manager CX Design. A bit about your role As a Principal CX Designer, you will identify opportunities for the CX Design capability to add value within critical domains (e.g. Residential, Fibre Deployment, New Developments). You will lead end-to-end...

  • Cx Design Lead

    4 weeks ago

    Sydney, Australia NSW Department of Customer Service Full time

    **CX Design Lead** - DCS Clerk Grade 11/12 starting from $139,798 - $161,663, plus employer’s contribution to superannuation and annual leave loading - 2x Ongoing Full-time - Hybrid role, majority time in the Sydney office **About NSW Telco Authority** We work with emergency services and telecommunications carriers to protect communications assets during...

  • Experience Required Digital CX and Design Director

    3 weeks ago

    Sydney, New South Wales, Australia Allens Operations Pty Ltd Full time

    About the RoleWe are seeking an experienced Digital CX and Design Director to join our team at Allens Operations Pty Ltd.Job Description:Lead a team of specialists in digital, design and data production, significantly contributing across the entire design and digital production process.Oversee end-to-end design process, providing direction and guidance...

  • National Cx Insights Manager

    5 months ago

    Sydney, Australia Healius Full time

    National CX Insights Manager **National Customer Experience Insights Manager** - We are one of Australia's leading healthcare companies! - Fulltime permanent Position based at Sydney CBD! - Join a supportive and friendly team environment, with a great culture. **About us**: - Healius has two main businesses Pathology and Imaging, and three emerging...

  • Cx Client Manager

    7 months ago

    Sydney, Australia ProForce Full time

    Join an industry that has had 30% growth YoY for the last 3 years - Open to Marketing Agency, eCommerce, System Integrator or MarTech background - Hybrid Work Package **The Client**: Join a renowned Tech Company with a global footprint, specialising in managing Tier 1 eCommerce & Retail accounts. Lead clients in the digital transformation of their eCommerce...

  • Head of Cx Operations

    6 months ago

    Sydney, Australia Employment Hero Full time

    **Description**: **Our mission and where you fit in** At Employment Hero, we’re an ambitious bunch of people on a mission to make employment easier and more valuable for everyone. Since our inception in 2014, we've had some pretty impressive growth (100% YoY), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching...

  • Digital Transformation CX Project Lead

    4 weeks ago

    Sydney, New South Wales, Australia Technology People Australia Full time

    Transformative Digital Projects at Technology People AustraliaWe're seeking a skilled CX Project Lead to drive transformative digital projects that redefine customer experiences. Our next-gen booking systems and optimized pricing displays are shaping the future of seamless travel journeys.Your Key Responsibilities:Deliver on project timelines, ensuring...

  • Head of Cx Delivery

    7 months ago

    Sydney, Australia Nucleus Global Solutions Full time

    Head of CX Delivery - Cloud Communication Leader This impressive CX technology and services market leader delivers elegant, customised CX software platforms to a range of enterprise customers across the region and with an ever-increasing customer and project portfolio this has heralded the requirement for Head of CX Delivery to lead and manage the delivery...

  • Cx Designer

    3 weeks ago

    North Sydney, Australia Zurich Insurance Full time

    **A new adventure awaits** How does 5 weeks leave per year, an impactful career that you’ll truly love, and working for a great organisation that empowers wellbeing sound like to you? At Zurich we’re on a journey towards a brighter futureA brighter future for you - focused on your career, your wellbeing, and your community - as well as our customers...

  • Cx Manager

    6 months ago

    Sydney, Australia Cashrewards Full time

    Heyyyyy! We're Cashrewards, Australia’s most loved cashback platform. - Shoppers love us, but not just shoppers, our team think we’re pretty awesome too. So much so that they voted and now we’re a certified Great Place to Work. As they say, the proof is in the pudding so check out this role to see if you fancy a slice yourself. **About the Role** As...

  • Continuous Improvement Manager

    7 months ago

    Sydney, Australia Domain Group Full time

    A great opportunity for an CX Continuous Improvement Manager to join Domain, reporting to the Director Customer Experience Operations. The Customer Experience, Continuous Improvement, Analytics and Voice of Customer function is accountable for articulating and delivering the Operational Roadmap through Continuous Improvement & Strategic Projects, governing...

  • CX Designer

    3 weeks ago

    North Sydney, Australia Zurich Insurance Group Full time

    A new adventure awaits…  How does 5 weeks leave per year, an impactful career that you’ll truly love, and working for a great organisation that empowers wellbeing sound like to you? At Zurich we’re on a journey towards a brighter future… A brighter future for you - focused on your career, your wellbeing, and your community - as well as our...

  • Cx Programme Manager

    6 months ago

    Sydney, Australia HelloFresh Full time

    As a highly cross functional role, our CX Programme Manager for our HelloFresh market offering, you will sit between our customer care and product teams to proactively advocate for customer centricity and communication clarity across all steps of the HelloFresh customer journey, whilst you actively hold cross functional teams accountable when making our...

  • Cx Researcher

    2 weeks ago

    Sydney, Australia ResMed Full time

    **Let’s **talk about the team Join a new and emerging Experience Insights function (under Customer Experience) as a CX Researcher (Consumer Insights). In this role, you will lead our efforts to better understand our consumers’ needs, represent the VOC to the business and own VOC consumer reporting and scorecards. **Let’s **talk about the role **P...

  • Digital Marketing Adviser

    6 months ago

    Sydney, Australia Clayton Utz Full time

    Be a Key Player in Clayton Utz's CX and Digital Journey Opportunity: At Clayton Utz, we're transforming marketing for the digital future. We are not just seeking a run-of-the-mill marketer; we’re looking for a digital enthusiast, ready to grow and contribute actively with your fresh perspective and hands-on approach. About the role: As a key member of...