Job Description

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.

• 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 dynamic and multifaceted role, you’ll be exposed to a breadth of strategic challenges across the Group, working on rapid tactical questions through to larger strategic studies, using the right mix of quantitative and qualitative methodologies. This will be used to create compelling executive insight, synthesising multiple sources of customer, operational and market information into clear narratives and recommendations.

You'll have -

• 10+ years of experienced as a research and insights professional, working within a complex corporate environment.
• Significant hands-on experience managing and evolving Voice of Customer and Brand Health programs, setting and tracking quantitative targets and extracting right-sized insights to solve a range of business challenges.
• Strong quantitative and qualitative research capability, with the judgement to select the right methodology for the question and given the timeframe and needs of senior stakeholders.
• Ability to conduct advanced statistical modelling, employ quantitative methodologies (i.e. max diff, conjoint) and to 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.Hand 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, influence across functions and build strong stakeholder relationships
• Passion for aviation/transport sector

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. If you have any support or access requirements, we encourage you to advise us at time of application.

If you’re up for achieving the impossible, register your interest and we’ll be in touch.

Applications close Friday, 11 September 2026.

Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.