Manager, Service Experience

Company Description

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

• Define and embed Qantas' hospitality identity across all customer touchpoints.
• Influence service standards and customer loyalty through innovative, organisation-wide initiatives.
• Partner with frontline teams and senior leaders to deliver authentic, world-class service experiences.
• 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 looking for a strategic and visionary Manager, Service Experience & Culture to lead transformational initiatives that define and embed Qantas' hospitality identity across all customer touchpoints. This role is responsible for shaping what exceptional Qantas Service Culture looks like in practice and implementing strategies that ensure consistent, world-class service delivery throughout the customer journey. You'll work closely with frontline teams—including cabin crew, customer service, lounge, and airport staff—to scale cultural adoption and inspire authentic guest experiences that reflect Qantas' values.

In this role, you'll synthesise customer insights, industry best practices, and cultural research to drive innovative service approaches that go beyond transactional delivery and foster meaningful customer connections. You'll also establish cultural measurement frameworks to assess adoption depth and authenticity, collaborate with cross-functional teams including People & Culture, and advise senior leaders on service experience strategy. Your work will directly influence customer loyalty, brand differentiation, and the alignment of service standards with broader organisational culture initiatives.

You'll have –

• 5years+ experience in service culture development, hospitality management, or customer experience
• Proven success leading cultural transformation initiatives at scale
• Tertiary qualifications in Business, Hospitality Management, Organisational Psychology, Marketing or related field
• Skilled in defining service culture vision and embedding it across frontline operations
• Expertise in customer experience design, journey mapping and service excellence frameworks
• Strong capability in cultural assessment, performance measurement and coaching program design
• Experience developing and delivering training programs using adult learning principles
• Strategic thinker with strong analytical skills and data-driven decision-making ability
• Exceptional communicator with leadership, facilitation and stakeholder engagement skills
• Ability to inspire teams, manage change and align service culture with brand identity

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 22nd 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.