Executive Manager Inflight Customer Experience

at  Qantas Airways Limited

• Lead the strategic direction for the Qantas Inflight Product Strategy
• Drive customer, commercial and business outcomes with significant impact on the inflight customer experience and brand reputation
• Drive the cultural transition to a customer-led organisation across the Inflight Product portfolio and broader Customer team, championing best practice and new ways of working
  Our customers come first. We’re constantly challenging ourselves to reimagine our customer experience, and work to connect and build trust. Ultimately, our service should make people feel at home, no matter where they are. Today, 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 always evolving industry.
  The Executive Manager Inflight Customer Experience will be responsible for delivering an unparalleled inflight experience. This role oversees the entire inflight customer journey, crafting and executing a visionary strategy that integrates both digital and physical touchpoints. You will lead the innovation and development of our inflight offerings, including food and beverage services, aircraft interiors and customer products spanning amenities, entertainment and connectivity options. Your leadership will ensure operational excellence, manage key supplier relationships and drive financial performance. By fostering a high-performance culture, this role will align our people and partners with the brand and our visions, to drive a seamless, premium experience for our customers and your strategic insights will guide the broader Qantas Group, influencing customer service enhancements, revenue growth opportunities and key commercial decisions.

What you’ll bring to the role:

• 15+ years of experience in Executive Senior Leadership roles with depth of experience in airline operations, customer service and product management.
• Tertiary qualifications in a business related or other relevant degree, master degree (or equivalent) preferred
• Demonstrated experience in leading strategic planning and execution within the aviation industry
• Strong track record of driving customer satisfaction and commercial outcomes.
• Exceptional leadership skills with the capacity to drive cultural change towards a customer-centric approach across diverse teams, including the ability to navigate industrial agreements.
• Experience championing best practices and fostering new ways of working, including proficiency in product management and agile methodologies.
• Excellent communication and stakeholder management skills, capable of articulating vision and strategy to all levels of the organisation.
• Strong analytical skills, excelling in problem-solving and demonstrating expertise in agile methodologies and human-centred design.
• Commercially astute, with experience in P&L management and a solid understanding of core business principles.
• Operational expertise in airline management, with the ability to influence key stakeholders and meet strategic objectives.

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 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.

Qantas is an equal opportunity employer, so by coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. 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.
Applications close Sunday, 7th July 2024

• 15+ years of experience in Executive Senior Leadership roles with depth of experience in airline operations, customer service and product management.
• Tertiary qualifications in a business related or other relevant degree, master degree (or equivalent) preferred
• Demonstrated experience in leading strategic planning and execution within the aviation industry
• Strong track record of driving customer satisfaction and commercial outcomes.
• Exceptional leadership skills with the capacity to drive cultural change towards a customer-centric approach across diverse teams, including the ability to navigate industrial agreements.
• Experience championing best practices and fostering new ways of working, including proficiency in product management and agile methodologies.
• Excellent communication and stakeholder management skills, capable of articulating vision and strategy to all levels of the organisation.
• Strong analytical skills, excelling in problem-solving and demonstrating expertise in agile methodologies and human-centred design.
• Commercially astute, with experience in P&L management and a solid understanding of core business principles.
• Operational expertise in airline management, with the ability to influence key stakeholders and meet strategic objectives