Manager, Digital Cx Improvement

2 weeks 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

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