Experience Director Onboard Service

4 days ago

Sydney, New South Wales, Australia beBeeCustomerCentricity Full time

Delivering Exceptional Service Experiences

Job Description

We are seeking a talented Senior Manager to lead our onboard service strategy, ensuring it aligns with our brand standards and enhances the customer experience. You will be responsible for driving continuous improvement across service delivery teams, collaborating closely with cabin crew and frontline teams.

  • Key Responsibilities:
  • Develop and execute a comprehensive onboard service strategy that meets commercial goals and exceeds customer expectations.
  • Lead cross-functional teams to drive service excellence and innovation.
  • Oversee the development of integrated service protocols across all touchpoints.
  • Manage the onboard product portfolio, including dining equipment, amenities, and linen, ensuring each item enhances the customer experience.
  • Collaborate with food and beverage teams to define and drive the airline's hospitality vision.
  • Benchmark service standards and develop signature moments that differentiate our brand.
  • Build and embed a transformative crew culture that prioritizes customer satisfaction and loyalty.
  • Drive digital transformation efforts to enhance crew-customer interactions and improve operational efficiency.
Requirements
  • 10+ years' experience: In service strategy and delivery, preferably in the aviation industry.
  • Leadership skills: Strong leadership and team management skills, with the ability to collaborate effectively with cross-functional teams.
  • Strategic planning: Excellent strategic planning and operational execution abilities, with a focus on delivering results-driven solutions.
  • Communication skills: Strong communication and stakeholder management skills, with the ability to articulate complex ideas and build consensus among diverse groups.
  • Digital expertise: Experience in digital transformation and technology enablement, with a focus on enhancing customer experiences and improving operational efficiency.
Benefits
  • Enjoy heavily discounted air travel within Australia and across the globe, as well as exclusive deals on accommodation and holidays.
  • 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.
  • Access to thousands of rewards through partnerships, including discounts on shopping, food, and wine, insurance, health and wellbeing, leisure and entertainment, and salary packaging programs.

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.

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