Inflight Service Design Manager

At Qantas, we strive to achieve the impossible, transforming our business to meet future demands-
- Challenge yourself to make an impact to this exciting new role and take an opportunity to grow and diversify your career-
- Multiple permanent full-time positions available managing the design of our International, Domestic and QantasLink inflight service experience-
- Based at our Mascot headquarters, SydneyToday, we’re busy planning for tomorrow. We look to the future to guide the way we innovate, helping us stay relevant and responsive in an unpredictable industry. We’ve always been pioneers, and we’re proud to see that spirit in our people. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today.

As an Inflight Service Design Manager, you will work with the Learning and Development team and take the lead on designing training, facilitator guides, marketing material for internal communications, video content, service manuals, and base activations to support learning. You will manage and drive continuous improvement and enhancement of the inflight service experience by measuring and acting on service performance to achieve customer satisfaction targets and crew engagement, driving increased customer loyalty. You will translate the product and service strategy to create and develop an end-to-end inflight experience to meet specifications incorporating hard product and service design principles. You will define and create service standards, ensuring compliance with EAs and WHS legislation, consulting with required stakeholders always following change management policies and principles. You will also work closely with multiple internal stakeholders including Cabin Crew Management, Food and Beverage, Catering, Customer Strategy, Customer and Service Experience, Learning and Development and Communications to name just a few. You will manage a team of Inflight Service Design Specialists who will work with you on projects and the development of communications to supporting cabin crew in the delivery of service to defined standards through various channels including service briefs, service manuals, social media and videos.

You’ll have -
Extensive experience as Cabin Crew. Experience as an Onboard Manager would be beneficial but not essential-
- Thorough understanding of the inflight operating environment-
- Extensive knowledge and demonstrated advocacy of Qantas inflight service signatures and standards-
- Passion for the consistent delivery of our service to the highest standards, and an appetite to further develop standards across the cabins-
- Highly developed time management and organisational skills with the ability to prioritise-
- Experience consulting with suppliers and stakeholders, both internal and external-
- Strong stakeholder management skills-
- Strong personal brand aligned to group leadership frameworks and expectations-
- High level negotiating and influencing skills at all levels of the organisation-
- Experience in the management of and leading projects-
- Organised, methodical and analytical approach to work-
- Excellent communication skills, both verbal and writtenWhy 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 14 weeks paid parental leave and the option to purchase additional paid leave 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.Application