Executive Manager Preflight Customer Experience

at  Qantas Airways Limited

• Lead the strategic direction for the Qantas Preflight Product Strategy
• Drive customer, commercial and business outcomes with significant impact on the preflight 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 Preflight Customer Experience will be responsible for shaping and delivering a superior preflight and post-flight customer experience. This role holds end-to-end accountability and is tasked with the creation and leadership of the Preflight product vision, encompassing a seamless integration of digital and physical touchpoints in the customer journey. The role includes oversight of Global Lounges, both cabin and checked baggage services, as well as airport and ground products including check-in, bag drop, valet, and car hire services. The successful candidate will champion customer-led innovation, manage policy and supplier relationships, oversee pricing and P&L outcomes, and ensure the adoption of product life cycle best practices. A key aspect of this role is fostering a high-performance culture that is in harmony with our brand values, driving consistent and exceptional customer experiences from start to finish. Additionally, the Executive Manager Preflight Customer Experience will play a crucial role in advising the Customer and Technology Leadership Team, Chief Customer Officer, Group Leadership Team, and Board on Preflight product strategy, customer experience enhancements, revenue generation, and commercial strategies within the Qantas Group.

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
• Proven track record in strategic planning and successful execution of product roadmaps, with a vision that encompasses immediate and future objectives.
• Proven ability to drive customer satisfaction, financial performance, and positive brand reputation through innovative product strategy and management.
• Strong analytical abilities, exceptional problem-solving skills and proficiency in agile methodologies and human-centered design principles.
• Proven leadership experience, with the ability to manage large teams and navigate industrial agreements.
• Collaborative and responsive leadership style, demonstrating ownership, accountability and a commitment to team development and mentorship.
• 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
• Proven track record in strategic planning and successful execution of product roadmaps, with a vision that encompasses immediate and future objectives.
• Proven ability to drive customer satisfaction, financial performance, and positive brand reputation through innovative product strategy and management.
• Strong analytical abilities, exceptional problem-solving skills and proficiency in agile methodologies and human-centered design principles.
• Proven leadership experience, with the ability to manage large teams and navigate industrial agreements.
• Collaborative and responsive leadership style, demonstrating ownership, accountability and a commitment to team development and mentorship.
• 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