Manager, Customer and Employee Experience

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

• Shape the airport experience at scale, translating strategy into measurable outcomes
• Lead and develop large frontline leadership cohorts
• Permanent, full-time role based in Sydney, Melbourne, Perth and Brisbane
  
  

As Manager, Customer & Employee Experience, you will lead the customer and people agenda for the port, partnering with the Head of Airport and leadership team to deliver safe, reliable and consistently high‑quality end‑to‑end airport operations.

This role requires strong, visible leadership across customer experience, employee engagement and workforce performance. You will set clear strategies and expectations, embed service standards and assurance, and ensure frontline leaders and teams are equipped and supported to deliver against them. Through effective governance, coaching and performance management, you’ll uplift capability while maintaining a strong focus on safety, wellbeing and compliance.

Using customer, people and operational insights, you will lead targeted improvements across key moments in the airport journey, including premium and accessible services. You’ll sponsor change initiatives, strengthen workforce reliability and engagement, and partner proactively with HR, unions and stakeholders to deliver sustainable outcomes in a highly visible, complex operational environment.

You’ll Have

• Extensive experience in a senior people leadership role within a customer-focused environment
• Proven capability resolving complex issues and managing conflict constructively in high‑pressure environments
• Demonstrated success leading large frontline and leadership teams, driving performance, engagement and capability uplift
• Confidence partnering with executive leaders, HR and employee representatives in complex industrial environments
• Experience leading change and transformation initiatives with high workforce impact
• A clear commitment to customer excellence, customer‑centric decision making and continuous improvement
• Commercial acumen, with the ability to influence productivity, attendance, labour efficiency and performance outcomes
• Clear, influential communication skills across all levels of the organisation
  
  

Why the Qantas Group?   

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 the Qantas Group. 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.   
  
  

The Qantas Group is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.  We embrace diversity and encourage applications from people with disability. Candidates will have the opportunity to request support or reasonable adjustments during the recruitment process in order to demonstrate their ability to meet the inherent requirements of our roles. 

Be a part of something special and play your part in the Qantas story – get in touch today.

Applications Close: 11:59pm AEST, Thursday, 23 April 2026