Manager, Inflight Experience Strategy

**Job Description**:

- Drive strategic initiatives that shape the future of inflight experience for millions of Qantas customers
- Drive complex, cross-functional projects at the intersection of customer insight, product innovation, and operational excellence
- 12 Month Fixed Term opportunity based at our Mascot Campus

At Qantas, we represent Australia to the world. Our diverse country is known for its unique spirit, mateship, and a can-do attitude. Together we’re strong and resilient, and we work hard to make sure we’re always at our best.

Our collaborative culture allows us to dream big and deliver successfully, knowing we’re supported by the best people. Together we drive positive business outcomes, taking a considered approach that makes a difference to our customer experience.

Qantas is seeking a Manager, Inflight Experience Strategy to lead the development and delivery of strategic initiatives across our inflight portfolio. In this role, you'll be responsible for shaping the inflight customer experience across dining and hospitality, aircraft cabin, inflight entertainment and connectivity, product & spatial design and inflight operations, translating strategic vision into actionable roadmaps that balance customer advocacy with commercial outcomes.

You'll work closely with Inflight Product teams and cross-functional stakeholders to drive initiatives from concept through to implementation. This includes defining business cases, leading cross-functional project delivery, and ensuring initiatives deliver measurable improvements to customer satisfaction and business performance. You'll be comfortable operating at both strategic and execution levels, conducting rigorous analysis to inform decisions while also driving delivery.

To succeed in this role, you'll possess strong strategic thinking combined with pragmatic project management capabilities. You'll be an advocate for the customer while understanding the operational and commercial realities of running a complex inflight operation. Your ability to structure ambiguous problems, influence diverse stakeholders, and drive alignment across multiple workstreams will be critical in delivering outcomes that elevate the Qantas inflight experience.

You’ll have:

- 5+ years' professional experience in strategy, project/product management, or customer experience roles
- An understanding of the airline industry and the operational & competitive environment
- Sound understanding of the fundamentals of the customer experience
- Strong analytical and problem-solving skills, with the ability to synthesise complex data into clear insights and recommendations
- Excellent communication and stakeholder management skills across all organisational levels
- Proven experience translating customer insights into practical product and service improvements
- Ability to balance customer, operational, commercial and strategic considerations in decision making
- Ability to create high-quality quantitative analysis and written materials for presentation to senior management
- Ability to drive collaboration and manage cross functional projects which involve multiple and diverse areas
- Ability to work independently with mínimal supervision, taking initiative and ownership of deliverables

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 sup