Head of Customer Data

4 weeks ago

Sydney, Australia Qantas Airways Limited Full time

Challenge yourself to build game-changing, world-class experiences for our Qantas Loyalty customers
- Opportunity to work with a broad stakeholder group in a data-focused, dynamic and evolving business
- Permanent, full-time position based at our Mascot HQ

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, Qantas Hotels & Holidays and Qantas Wine.

The Head of Customer Data and Governance role will lead the strategy, initiatives and outcomes from the Qantas Loyalty customer data asset. The data industry landscape is rapidly changing, so this role requires continual strategic guidance to respond to changing market/regulatory forces and commercial leadership to ensure Qantas Loyalty maintains its core strategic advantage in this space.

The role is responsible for the Qantas Loyalty customer data asset and driving its usage across the Qantas Loyalty business and partnerships for optimal value, while ensuring the highest standards of data governance and ethics in all data. The purpose is to ensure that Qantas Loyalty maintains a market-leading customer data asset and executes this by expanding the potential sources of data for the business (where appropriate), while protecting the business and the data asset from rapidly changing regulatory and consumer expectations in relation to the usage of data. The position is responsible for owning the Qantas Loyalty customer data strategy and is accountable for the guidance and delivery of data governance, initiatives and partnerships across the business to achieve the strategy. Beyond specific initiatives to support the data strategy, nearly all growth initiatives across the Loyalty business are heavily reliant on the use of customer data but if executed well, also have the potential to responsibly grow the data asset. Beyond its own remit of initiatives, this role plays a fundamental role across the entire business to ensure initiatives are both utilising data appropriately and contributing to the growth of the central data asset.

This role has brought together all data strategy and governance from across the Loyalty business and will bring benefits across these portfolios. Integrating clearer data strategy and governance during data initiative development increases efficiency by avoiding work that is contrary to the strategy/governance and results in outcomes with more optimal balance of value-upside and risk-mitigation.

You’ll have:

- 10-15 years’ experience in Senior Strategic, Commercial and Governance roles.
- Significant demonstrated experience in a similar, large/listed, complex data led organisation developing innovative data strategies that lead to growth in revenues (direct and indirect) with appropriate governance, in a complex consumer focused organisation.
- Expert in best practice for Data commercialisation and governance.
- Tertiary qualification in related field
- Further studies and qualification in related fields
- Viewed by industry as an expert in Data commercialisation and governance
- Involvement in strategy development and implementation
- Redesigns business practices to deliver breakthrough results
- Thorough understanding of market inter-relationships and implications
- Identifies emerging market opportunities
- Contributes to strategy beyond own area and to the development of segment strategy
- Acts as a functional business partner; contributes to broad business perspective
- Builds partnerships; strong stakeholder management
- Builds enduring customer relationships; acts as a customer advocate
- Excellent people management and team development skills
- Excellent stakeholder relations and influencing capabilities with experience presenting to and influencing through to CEO and senior executive levels
- Customer driven leader with the ability to drive change, challenge the status quo and passion to succeed
- 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,

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