Delivery Manager – Customer Product & Experience

• Drive end-to-end customer experience initiatives that directly impact millions of journeys across the travel lifecycle 
• Take ownership of high-profile programs, bringing customer-led ideas to life in a complex, operational environment 
• Permanent role based at our Mascot Campus 

We’ve always been pioneers, and we’re proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today.  

Reporting to the Product and Service Improvement Lead, the Delivery Manager – Customer Product & Experience plays a key role in shaping and delivering initiatives across the end-to-end travel journey. This role leads the design, planning and execution of customer product enhancements spanning ground experience, airports, lounges, inflight, dining and fleet programs. You’ll ensure all initiatives align to Qantas’ customer promise, commercial priorities and brand standards, translating strategy into practical, scalable solutions that elevate the overall experience. 

Working across Product, Customer, Operations, Commercial and Technology teams, you will drive cross-functional delivery and ensure initiatives are successfully implemented and embedded. You’ll focus on creating consistent, high-quality experiences across every touchpoint, while delivering measurable customer, operational and financial outcomes. This is a highly collaborative role that requires strong delivery leadership, stakeholder engagement and a passion for improving the customer journey at every stage. 

You’ll have – 

• 8–10+ years’ experience in product delivery, customer experience, operations or transformation 
• Proven track record delivering large-scale, customer-facing initiatives across complex, multi-environment settings 
• Tertiary qualifications in Aviation, Business or a related field 
• Strong end-to-end delivery, project and change management capability, with a focus on execution 
• Deep understanding of customer experience design and service delivery in operational environments 
• Exceptional stakeholder management and influencing skills across all levels, including senior leaders 
• Strong commercial acumen with a focus on value realisation, ROI and measurable business outcomes 
• Highly adaptable with strong problem-solving, planning and prioritisation skills, able to navigate ambiguity and deliver in fast-paced environments 

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.  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. 

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

Applications close Sunday 5th July 

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