Head of Airport Customer 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

• Lead Australia's most ambitious airport customer experience transformation
• Shape the future of aviation through world-leading terminal and seamless travel design across Australia
• Influence national policy and deliver transformative customer experience outcomes

At Qantas, our people and customers are at the heart of everything we do. We're constantly challenging ourselves to reimagine the customer experience and build trust through meaningful connection.

As Head of Airport Customer Experience, you will lead the most significant transformation of airport customer experience in Australian aviation history. You will be responsible for shaping the future of how Australians travel by overseeing the design and delivery of seamless, world-class experiences across all ground touchpoints - from check-in and bag drop to security, boarding, and transit. This role holds strategic accountability for customer outcomes across major infrastructure programs, including in Sydney, Melbourne, Brisbane, and Perth, ensuring alignment with Qantas' long-term vision and competitive positioning.

You will lead cross-functional integration across Lounges, Commercial Airports, and Airport Operations, unifying teams to deliver a cohesive and elevated customer journey. Representing Qantas at the highest levels of government, regulatory bodies, and airport authorities, you will influence policy and drive innovation that sets new benchmarks for the industry. With direct and matrix leadership of a high-performing team, you will champion regulatory reform, operational excellence, and customer-centric design that redefines the airport experience for generations to come.

You'll Have;

• Strategic transformation leadership across major programs and regulatory reform
• Proven executive presence with the ability to influence C-suite stakeholders, government officials, and airport authority leaders
• Deep stakeholder management expertise across government, commercial partners, and internal executive teams
• Innovation leadership in regulated industries, ideally aviation or transport
• Demonstrated success delivering world-class customer experience standards and measurement frameworks
• Advanced commercial acumen with infrastructure investment experience and P&L accountability
• 15+ years' senior executive experience in infrastructure, aviation, or complex program management with government/regulatory interface
• Tertiary qualifications in Aviation, Business, Environmental, Operations or Technology

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 one 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:
Wednesday12 November 2025.