Customer Experience Lead

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.