Product Specialist

Drive innovative product strategies that enhance accessible customer experiences and fuel business growth.
- Transform market insights into actionable solutions across new product portfolio.
- Full time permanent positions 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. We take a commercial mindset to all we do, ensuring we make strategic decisions that live up to customer expectations. It’s in us to be our best. We see it as our responsibility to take ownership and drive outcomes, ensuring we make a contribution to take the organisation forward.

As a Product Specialist, you’ll play a key role in shaping product strategies that enhance accessible customer experiences for all customers and drive business growth. You will analyse market trends, gather competitive insights, and identify emerging opportunities to inform the design, development, and implementation of innovative accessible product solutions.

We are hiring across three key Product Specialist roles in our Accessibility team to shape and deliver innovative, accessible solutions that enhance customer experience and drive business growth:

- Product Specialist - Airport Accessibility: Leverage your expertise in airport operations to develop accessible products that seamlessly integrate with other airport services. You’ll manage relationships with airport teams, lead change initiatives, and work to reduce customer complaints. Experience in airport customer experience (ideally ACEM), change management, or product design is essential, with a passion for accessibility preferred.
- Product Specialist - Accessible Customer Experiences: Champion the voice of customers with accessibility needs by developing inclusive products that improve the end-to-end journey. Collaborate across teams using insights from complaints, advocacy groups, and policy initiatives. Experience in customer experience or change management is essential, with a background in accessibility consulting, transport project delivery or the disability sector preferred.
- Product Specialist - Continuous Improvement, Accessibility: Drive evidence-based improvements to existing accessible products and services, ensuring they meet customer needs and integrate smoothly across the customer journey. Use insights, complaint data, and audits to balance customer and organizational priorities. Experience in analysis, system audit, learning and development, or complaints escalation is preferred.

All roles report to the Product Manager - Accessibility, within the Customer Advocacy team and contribute to strategic planning and continuous improvement across the product lifecycle.

To be considered for these roles you will have:

- Minimum 6+ years’ experience in a similar role within a large, complex organisation.
- Tertiary qualifications in Business, Commerce, Marketing, or a related discipline, Allied Health, or Access Consulting.
- Proven expertise in product management, including strategic thinking, customer-centric design, and prioritisation.
- Skilled in leveraging research, insights, and analytical thinking to drive product decisions.
- Experienced in Agile and Scrum methodologies, with a solid understanding of human-centred design.
- Strong collaboration and communication skills, with a background working in large, cross-functional teams.
- Highly organised, with demonstrated multitasking, project management, and time management capabilities.
- Excellent verbal and written communication, with proficiency in Microsoft Office (Word, Excel, PowerPoint).
- Proactive, detail-oriented, and comfortable working autonomously with a process-driven mindset.
- Adaptable and curious, with the ability to manage multiple priorities and deliver under tight deadlines.
- Experience in the health or disability sector, or work in transport projects involving customers with accessibility needs or access consulting.
- 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