About The Company

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.

About The Role

- Define and deliver how Qantas Group understands its customers.

- Turn customer insight into the priorities that shape products, experiences and investment.

- Permanent role based at our Mascot Campus.

We're looking for an experienced customer insights leader to help shape how Qantas Group understands its customers and turns that understanding into action.

Sitting within the Group Customer function, the Senior Manager, Customer Insights & Research will lead our key customer measurement and research capability across Qantas, regularly liaising with peers across Jetstar and Qantas Loyalty. The role brings together customer experience measurement, research, analytics and strategic insight to help leaders understand what matters most to customers, where experiences are falling short, and where we should focus to make the greatest difference.

This is not simply a reporting role. You'll move from data to diagnosis to action, interrogating customer feedback, identifying the underlying drivers of performance and translating complex evidence into clear recommendations for senior leaders. You'll also help us evolve how we do insights: making better use of technology, AI, automation and new research approaches to deliver faster, more granular and more commercially useful customer intelligence.

In a energetic and multifaceted role,



you'll be exposed to a breadth of strategic challenges across the Group, working closely with senior stakeholders.

Essential Requirements

- Ability to conduct advanced statistical modelling, employ quantitative methodologies (i.e. max diff, conjoint) and engage direct with data through packages such as SPSS and Q.

- Effective prioritisation skills to manage a range of always-on programs and ongoing ad hoc requests for strategic research pieces.

- Track record in effective partnering with agencies and research platform suppliers (e.g. Qualtrics) and an understanding of how technology can improve the accessibility and usefulness of insights.

- Hands-on experience meeting regulations related to privacy, cyber security, consent, spam and other relevant legislation.

- Excellent synthesis and storytelling skills, with experience communicating complex findings to diverse audiences, from senior executives to operational teams.

- Curiosity about AI and emerging insights methodologies, and a willingness to experiment with new ways of understanding customers.

- The ability to operate effectively in a complex organisation and engage effectively with senior stakeholders.

Benefits / What We Offer

- Heavily discounted air travel within Australia and across the globe, for you and your family and friends, plus exclusive deals on accommodation and holidays.

- Flexible leave options, 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.

- Access to thousands of rewards through partnerships offering discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment, plus salary packaging including motor vehicles, eligible portable electronic devices and professional memberships.

- Wellbeing support programs.

📌 Senior Manager - Research & Insights (Mascot)
🏢 Aviation Careers Australia
📍 Mascot