Specialist, Service Experience

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

• Be at the forefront of service transformation within the Qantas Group, helping to embed a world-class hospitality culture
• Work closely with cross-functional teams and senior leadership, contributing to high-impact initiatives that drive continuous improvement
• 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're seeking a
Specialist, Service Experience & Culture
to help elevate customer experiences across every touchpoint within the Qantas Group. In this role, you'll work closely with the Manager, Service Experience & Culture to analyse service delivery performance, identify opportunities for improvement, and support the rollout of service transformation programs. Your work will be instrumental in embedding a world-class hospitality culture, driving service excellence and aligning with Qantas' commitment to exceptional customer care.

As a key operational support, you'll conduct service assessments, prepare documentation, coordinate training programs, and manage reporting processes to deliver actionable insights. You'll collaborate with stakeholders across departments to enhance customer satisfaction and foster continuous improvement. This role calls for strong analytical skills and effective communication to support senior leadership in achieving service excellence goals.

You'll have –

• Minimum 3 years' experience in customer service, hospitality, or service experience roles
• Tertiary qualifications in Business, Hospitality, Marketing, or a related field
• Strong customer-centric mindset with a focus on service excellence
• Skilled in service design, experience mapping, and customer insights analysis
• Proficient in problem-solving, continuous improvement, and project coordination
• Effective communicator with strong collaboration and stakeholder engagement skills
• Highly organised with excellent time management and attention to detail
• Comfortable working independently and proactively in dynamic environments

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 Tuesday 28th October 2025
Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.