Head of Customer Delivery and Transformation

2 weeks ago

Perth, Australia Qantas Airways Limited Full time

Opportunity to champion Network Aviation’s Customer Strategy and drive operational improvements across our airline
- Senior leadership role working with a broad stakeholder group
- Full-time permanent position located at our Perth office

Our customers come first. We’re constantly challenging ourselves to reimagine our customer experience, and work hard to connect and build trust. Ultimately, our service should make people feel at home no matter where they are. Our experience sets us apart. Our team is made up of people who understand our business inside and out, fresh faces with brand new perspectives, and experts from different fields who challenge us to do things differently.

Working with the Chief Operating Officer and Regional General Manager of Network Aviation, the Head of Customer Delivery and Transformation is responsible for developing a balanced customer strategy for Network Aviation meeting. This will require research into understanding the evolving needs of our resource industry customers and developing practical ways our operation can evolve to meet them. In meeting the core needs this role will champion a systematic approach to improving On-Time-Performance, day of operations disruptions and customer requests. In this capacity, the role will be accountable for ensuring Network Aviation is able to meet the flying demands of future schedules working across Network Planning, Resource Planning and the Network Aviation functional heads to balance the customer needs with operational constraints. In addition, this role will ensure technology is deployed across the AOC to meet our operational, customer and commercial goals.

In addition to developing the strategy the role will be responsible for delivery, through management of Network Aviation’s program office. The role will provide a governance framework utilising Operational Performance metrics and forward-looking business opportunities from various stakeholder groups to define projected outcomes and address systemic performance issues. The role will also interpret and manage tracking and reporting and is required to work closely and effectively with all management and key stakeholders to achieve business outcomes for business improvement initiatives, building strong and collaborative working relationships.

You’ll have
- Experience in building and delivering customer focused strategies
- Experience working closely with complex operations
- Demonstrated strong analytical skills in problems-solving
- Worked with large complex data sets
- Experience managing large projects including financial, communications and stakeholder management skills
- Experience in or knowledge of operational workforce planning or ability to demonstrate capability
- Experience managing diverse teams
- Commitment to change and continuous improvement
- Takes ownership of, and personal accountability for decisions and actions

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, 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 (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options 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_
- _ We’ll support your wellbeing: Whether its salary packaging for motor vehicles or electronic devices, our interactive wellbeing app or your very own tailored nutrition plan._

Applications close Tuesday 7 May 2024

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