Head of Customer Experience

Full time, permanent opportunity based in our Head Office in Mascot
- Challenge yourself and be a part of a key and strategic role within our Qantas Loyalty business
- Solve real customer problems with autonomy, self-direction, and a healthy work life balance

Qantas Loyalty is a high performing business and has a history of launching exciting new brands and services that make a difference to its millions of Frequent Flyer and Business Rewards members. Qantas Frequent Flyer and Qantas Business Rewards remain at the core of the program, while the business has evolved to include a number of new ventures and other businesses such as Qantas Money, Qantas Insurance and Qantas Wine.

The Head of Customer Experience (CX) & Operations is responsible for developing and executing the overall customer experience (CX) strategy for the Qantas Frequent Flyer (QFF) program and all aspects of Contact Centres Sales, Service Delivery and Business Operations across Qantas Loyalty.

This role plays an active role in key decision making as part of the broader Qantas Loyalty leadership group and ensures the design of service and sales member experience for new and existing Qantas Loyalty initiatives is in line with customer expectations and achieve the expected business outcomes. This role is responsible for ensuring that each signature Loyalty customer journey and touchpoints (voice, human-assisted, digital assisted and self-service) are optimised for customer experience and economic return to Loyalty.

This is a key strategic and transformational leadership role with significant responsibility and accountability to effectively manage Contact Centre operating cost in tandem with uplifting the service experience through operational efficiency and continuous improvement, delivery of omni-channel service experience, leveraging digital and Customer Relationship Management tools, and critically the design of customer experience to optimise/grow self-service and drive increased revenue across the Loyalty business.

What you’ll bring to the role:

- Experience in developing and scaling CX function in large organisation from ground up.
- Experience in developing and executing transformational CX strategies.
- Experience devising strategy in an operational /contact centre environment.
- Extensive background in leading teams and developing high performance Cultures.
- Proven track record in achieving KPIs and budgeted goals.
- Ability to manage 3rd party suppliers and or operational partners against KPI’s.
- Proven ability to work and influence senior stakeholders in matrix organisation.
- Ability to manage multiple priorities with competing deadlines.
- Demonstrated operations leadership experience and success in managing through complex and evolving organisations.
- Proven leadership ability and a track record of having created highly collaborative, high-performance teams in multi-site environments.
- Strength in mentoring, managing and developing direct reports.
- Ability to work collaboratively with various parties in obtaining and achieving common goals.
- Demonstrated experience in team building through collaboration and open communication.
- 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 14 weeks paid parental leave and additional purchased leave options._
- _ 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 for everything from motor vehicles to electronic devices._
- _ We’ll support your wellbeing: Whether its learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan._

Applications close on the 11th of November