Customer Experience Lead

Description:

• Opportunity to develop, drive and lead the customer experience strategy across Qantas Loyalty
• Be part of a high performing team to improve customer experiences across the customer journey
• Permanent position based at our Head Office in Mascot

Qantas Loyalty is an integral part of the Qantas brand, with a vision to be the most valued and trusted Loyalty ecosystem that makes every day more rewarding. With a focus on rewarding loyalty and fostering lasting relationships, our business is dedicated to providing unparalleled value and benefits to our members. From earning points on flights, shopping and everyday purchases to enjoying exclusive perks and privileges, Qantas Loyalty is committed to delivering exceptional service and rewards. With a rich heritage and a forward-thinking approach, we continue to redefine loyalty in the aviation industry, setting the standard for excellence and innovation.
The Customer Experience Lead will drive the development, prioritisation and implementation of Customer Experience (CX) initiatives within Qantas Loyalty. Reporting into the Head of CX, they are a key conduit for the Loyalty business to the CX Centre of Excellence (CoE) team. This role is primarily responsible for the development and ongoing iteration of the Loyalty CX Strategy, including the CX vision, objectives and the endorsed change program. Specifically, this role will be responsible for developing and evolving the CX strategy to simplify the customer experience across the Loyalty businesses, while overseeing the planning and execution of the Loyalty customer experience strategy and goals. This role will ensure all customer-centred design activities are aligned to the agreed strategic CX priorities, supporting the Senior Service Designers in leading customer-centred design activities, including customer research, problem-solving, journey mapping, ideation and proto type testing. Other key accountabilities include playing an important coaching and coordination role with the different parts of the CoE team and the wider business. The CX Lead will also support the Head of CX with updates to the CoE ways of working and CX measures as required. To do this, the CX Lead will need to draw upon deep domain knowledge and experience in CX, Strategy, Service Design Thinking and Human Centred Design, both as a practitioner and also as a coach or advisor. They will require effective interpersonal and communication skills with an ability to form strong relationships across tribes and chapters, work at all levels of the organisation, and influence senior stakeholders. What you’ll bring to the role:

• Experience designing and developing CX strategies
• 7+ years of experience in CX and human centred design, with demonstrated leadership roles and exposure to high growth and fast paced environments
• Experience developing and reporting on actionable insights to identify opportunities for CX improvements
• Experience developing and using Customer Journey Maps
• Experience using Human centred design to solve customer pain points
• Knowledge and experience with Design Thinking and Agile frameworks (e.g. Scrum, Kanban, Design Thinking / HCD, Lean).
• A commercial mindset to identify opportunities that align to the strategic vision and mission of the squad/tribe
• Creative problem solving and strong communication skills
• High level of attention to detail
• Analytical and problem-solving skills
• Ability to understand what best practice ways of working are and to apply where possible
• Experience delivering outcomes in a fast-paced and continually changing environment
• Comfortable working within multidisciplinary teams
• A demonstrated history of accountability and performance delivery, leading teams to meet or exceed objectives
• Senior stakeholder management skills with the ability to partner with the business and influence mutually positive outcomes
• Strong project delivery and prioritisation skills to balance multiple initiatives & competing requests
• Ability to iterate concepts and designs to realise business metrics and outcomes
• Development of reports, presentations and communications

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.

Applications close on Thursday, 18th of April. Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. 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. Your personal information will be kept confidential in compliance with relevant privacy legislation.