Senior Analyst, Group Customer Journeys

• Collaborate with teams across Qantas Group to shape a cohesive, end-to end customer experience
• Use your design and strategy skills to drive exceptional customer outcomes, whilst moving tangible business metrics and balancing operational complexity
• Full-time permanent position based at our Mascot Campus

We’re challenging ourselves to reinvent the future, finding opportunities to connect with customers that can add value to different parts of their lives. A lot has changed since we first flew from the Queensland outback in 1920. We’ve gone from carrying two passengers in biplanes, to 450 people in some of the largest aircraft in the world. Today, we proudly represent the spirit of Australia, flying our customers across the world and creating experiences that last a lifetime. You’ll be proud to work with us, as we’ll empower you to achieve what might have been thought impossible.

Reporting to the Senior Manager, Group Customer Journeys, this Senior Analyst, Group Customer Journeys role will work across the Airline and Loyalty businesses and collaborate with embedded teams to diagnose what's getting in the way of exceptional experiences, design practical solutions, and bring teams together to make change happen. It's a role that blends the rigour of strategic design with the influence of consulting, and the satisfaction of seeing real outcomes land.

This role will use methods like journey mapping, insights synthesis, service blueprinting, business analysis and prototyping to understand complex customer and operational challenges. From there, you'll translate those findings into practical solutions that improve the customer experience while supporting business outcomes.

In this role, you will facilitate workshops that align teams, surface trade-offs, and unblock decisions; liaise with a range of teams across a large, complex organisation and build trusted relationships with senior stakeholders across commercial, operational, design and frontline teams.

As a newly-formed Group function, you’ll also play an active role in shaping how the team is built and the impact it delivers. This role is ideal for someone passionate about CX and design, while eager to bring a practical, commercial mindset that enables tangible impact and business outcomes:

You’ll have

• 3+ years experience in Strategic Design, Strategy/Consulting and/or Product Management
• Strong applied CX design toolkit, including service blueprinting, journey mapping, workshop facilitation, customer co-design and insight generation
• Commercial mindset with experience driving clear business outcomes via customer experience improvements in a large, complex organisation
• Familiarity with both qualitative and quantitative research methods, and how to bring them together into a coherent point of view
• Strong communication skills to present to diverse audiences, ranging from front-line teams to senior leadership
• Experience in working in a regulated, operationally complex industries – or the hunger to learn quickly
• A passion for aviation and loyalty businesses and a keen interest to understand how they intersect
• Adaptive and collaborative working style

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 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 on Friday 20th March 2025

Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.