Teams at Qantas

Leads marketing operations capability, capacity, workflow, platform architecture, and transformation across Qantas Loyalty and the broader Qantas Group. Oversees campaign delivery across planning, media, analytics, creative, and production; manages the MarTech ecosystem; improves processes, capacity, and campaign velocity; and directs cross-functional teams through operational challenges. The role requires senior leadership, complex workflow management, analytical problem-solving, and the ability to influence stakeholders across a large marketing organization.

Leads the end-to-end quality, compliance, assurance, risk management, and continuous improvement framework for Qantas contact centre operations. Oversees in-house and outsourced teams, uses data, customer insights, analytics, and AI-enabled solutions to improve service delivery, strengthen controls, reduce risk, and enhance customer outcomes. The role also drives governance, business transformation, stakeholder alignment, performance measurement, and team capability development across complex customer operations.

Manage the Contact Centre business improvement strategy, including quality assurance, compliance, continuous improvement, and performance optimisation. Use data, analytics, and AI-enabled capabilities to identify risks, uncover trends, improve customer outcomes, and support decision-making. Lead transformation, innovation, and cultural change initiatives while partnering with operational leaders and stakeholders across a complex, multi-channel customer service environment.