Service Experience Designer
Service Experience Designer
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
- Challenge yourself to lead the delivery of premium service to Qantas customers through our service design and service culture program
- Together well 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 endtoend 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 worldleading service organisations.
Youll 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
- Proven project management skills
- Strong resilience and independent decisionmaking 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 selfmotivated flexible resilient and diplomatic approach to work
Why Qantas
Youll 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 youll 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. Youll be supported from day 1 with onthejob training and coaching as well as our formal training opportunities. While you may start in this role weve 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.
- Well 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.
- Well support your wellbeing: Whether its 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 youll 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 youre 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
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
