Head of Customer Strategy and Journey

5 months ago

Sydney, Australia Qantas Airways Limited Full time

Lead the design of Qantas’ end-to-end customer journey experience- Senior leader directly impacting the experience given to our customers- Permanent role based at Qantas’ Mascot Head Office

Our customers come first. We’re constantly challenging ourselves to reimagine our customer experience, and work to connect and build trust. Ultimately, our service should make people feel at home, no matter where they are. 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 always evolving industry.

Reporting to the Chief Customer & Digital Officer, the Head of Customer Strategy & Journey will spearhead the development and leadership of the Qantas Group Customer strategy across all aspects of the Customer Journey. This entails transforming research and insights into a comprehensive Customer strategy, designed to bring about change and enhance the overall customer experience. The role has the end-to-end lead to design and develop the Qantas customer experience journey and as well as stewardship of the implementation of the entire customer journey, both digital and physical.

The role also involves directing the delivery of strategic projects related to the customer strategy, unlocking the potential for Qantas to meet future customer targets. You will guide the customer research and insights team responsible for measuring and monitoring Qantas’ “Voice of Customer” program. As the Head of Customer Strategy and Journey, your passion for customer experience, industry knowledge, and thought-leadership will foster close collaboration with the Customer Leadership Team and peers throughout the Qantas Group.

To be successful in this role you will bring:
- Customer centricity at every step. Always focusing on what is adding value to the customer- Deep and industry-leading customer experience design expertise across a physical and digital environment- A highly collaborative leadership style with the ability to be courageous and drive outcomes aligned to strategic business priorities.- Strong executive stakeholder management skills with a proven track record of collaboration across business units, functions and teams.- Proven ability to influence at a senior level, both internally and externally, to achieve strategic business outcomes.- An innovative and lateral thinking style with a proactive approach, able to analyse critically, resolve complex issues and find creative solutions.
- 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 will close on Sunday 23rd July_

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