Senior Manager Customer Strategy

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 regional, domestic, and international services.

Job Description

• Shape the future of customer experience across Qantas Group by leading high‑impact strategic projects that influence decisions at the highest level.
• Work on complex, enterprise‑wide challenges—from analysing industry trends to designing strategies that deliver both customer value and commercial success.
• 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.

We are looking for a
Senior Manager Customer Strategy
, to lead high‑impact, cross‑functional projects that shape the future customer experience. In this role, you will drive complex, data‑rich analysis of business and industry performance and translate insights into clear, actionable recommendations for Group Customer and the Chief Customer Officer. You'll craft strategies that transform the end‑to‑end customer journey—pinpointing pain points, elevating moments that matter, and unlocking commercial value—balancing customer advocacy with rigorous commercial outcomes.

You'll have –

• 7–10 years of professional experience, including at least 2–3 years in a top‑tier or second‑tier external strategy consulting firm
• Bachelor's degree required; Master's or MBA highly regarded
• Proven experience in management or strategy consulting with a strong track record of delivering impactful outcomes
• Exceptional strategic development, financial analysis, communication, and project management skills
• Ability to quickly identify key issues, structure project plans, and develop strategic options with confidence
• [Can we add a bullet about excellent stakeholder management skills]
• Deep understanding of strategic evaluation and financial modeling techniques
• Demonstrated experience leading strategy projects and managing cross‑functional or virtual teams
• Background in a customer‑focused organisation, with experience translating insights into customer‑centric strategies

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.

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.  We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply.  If you have any support or access requirements, we encourage you to advise us at time of application.  Your personal information will be kept confidential in compliance with relevant privacy legislation.

Be a part of something special and play your part in the Qantas story – get in touch today.

Applications close Sunday 12th October
Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.