Manager, Service Innovation

Lead the end-to-end development of dining and hospitality concepts—from ideation to frontline implementation
- Collaborate cross-functionally to design, test, and deliver premium service experiences across the Qantas network
- Permanent role based at our Mascot Campus

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.

Qantas is seeking a Manager, Service Innovation & Concept Development to lead the creation and delivery of exceptional dining and hospitality experiences across our global network. This role is responsible for managing the full lifecycle of service concepts—from ideation and design to testing and frontline implementation—ensuring Qantas continues to set the benchmark for aviation hospitality. You’ll drive innovation that enhances the customer experience, translating creative ideas into commercially viable and operationally deliverable solutions that reflect our premium brand.

You’ll lead cross-functional teams through concept development, pilot programme execution, and stakeholder coordination, ensuring seamless handover to operational teams. The role also involves managing change for frontline teams, developing training programmes, and embedding new standards into daily service delivery. Your work will directly impact how passengers experience Qantas hospitality, making this a critical role in maintaining our leadership in inflight and lounge dining. If you’re passionate about service excellence and thrive in a dynamic, collaborative environment, this is your opportunity to shape the future of Qantas hospitality.

You’ll have
- 5+ years’ experience in service innovation, concept development, or experience design within aviation, hospitality, or luxury retail
- Tertiary qualifications in Design, Business Innovation, Marketing, Engineering, or a related field
- Expertise in dining and hospitality concept development, service design, and premium customer experience
- Strong analytical skills in hospitality trend analysis, customer insights, and competitive intelligence
- Proven ability to lead cross-functional teams, facilitate workshops, and manage external hospitality partnerships
- Commercial acumen with experience in business case development, financial modelling, and ROI analysis
- Deep understanding of aviation and luxury hospitality standards, regulatory compliance, and global service trends
- Skilled in change management, stakeholder engagement, and frontline training programme development
- 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 (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. 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 22nd October 2025About us

Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating