Service Experience Designer

Job Description

Parent Business Function: Corporate & Support Functions Time Type: Full time Worker Sub-Type: Permanent Company Description About Us Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services. Job Description Challenge yourself to lead the delivery of premium service to Qantas customers through our service design and service culture program Together we’ll go the extra mile and deliver on ambitious goals Full time permanent role, Mascot Location The Service Experience Designer is responsible for the design, development and implementation of end-to-end service experience, service culture and design programs, initiatives and projects to ensure the delivery of a premium service to Qantas customers. In this role you will partner with areas to develop consistent and connected service experiences across all customer touchpoints. This includes mapping the customer service experience, understanding pain points for customers and working with partner areas to develop consistent and connected service experiences and customer value. Critical to success is having a clear vision of the end to end service experience and being able to work with multiple stakeholders to bring this to life. The role will be key to assisting the implementation and execution of key service initiatives. The Service Experience Designer will act as a SME and change agent by challenging existing business practices and aligning all areas of the business with best practice with the goal of enhancing Qantas’ sustainable competitive advantage across all global ports. Success will be measured via improvement to service delivery across the business, Net Promoter Scores, staff adoption rate of tools and growth of customer experience metrics relative to industry peers and world-leading service organisations. You'll have: Experience in Strategy, Program Management or Design Exposure to front line work groups and service culture programs Firm understanding of the airline industry and the operational environment Strong resilience and independent decision-making skills with ability to manage ramifications of decisions and drive strategic outcomes Demonstrated ability to deliver results within complex business & operational environments with varying stakeholder needs and expectations Strong relationship building and stakeholder management skills Commercial acumen for delivery of critical business approvals, financial analysis and identifying group benefits Creative and abstract problem solving Ability to influence Senior executive stakeholders Customer centric mindset and perspective to programs of work Ability to work effectively and handle pressure where necessary Sound understanding on the fundamentals of the customer and service experience Proven strong analytical, interpersonal, stakeholder and time management skills Extensive experience managing large and complex projects Highly self-motivated, flexible, resilient and diplomatic approach to work 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. 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. If you’re ready for a culture that will challenge and excite you, submit an application today! Applications Close: Monday 3rd February Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship. #J-18808-Ljbffr