- Foster and lead cross-functional teams to deliver innovative customer and technology solutions.
- Flexible ways of working – hybrid model with 3 days onsite
- Full-time permanent position based at our Head Office in Mascot, Sydney
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. Our corporate functions include Corporate Affairs, Public Company, Legal, Finance, Treasury, Industrial Relations, IT, Sustainability, People and Customer, supporting the CEO in making Qantas a market leading, global organisation.
As the Lead Business Analyst, Customer Recovery and Communications, you will play a pivotal role in shaping and delivering innovative customer and technology solutions within the Customer and Technology portfolio. You will lead and manage the end-to-end definition, design, and delivery of key products and initiatives within the Customer and Technology operating model.
Working in close partnership with Senior Product Managers, Technology, and Operations, you will ensure that business and technical requirements are robustly defined, stakeholder needs are captured and prioritised, and solutions are delivered, that are fit for purpose, scalable, and aligned with strategic objectives.
As part of this role, you will develop comprehensive end‑to‑end plans spanning discovery, definition, design and delivery, ensuring alignment to program timelines and critical‑path activities. You will drive consistent operating rhythms including backlog reviews, MoSCoW prioritisation, dependency clarification and readiness assessments to support effective delivery sequencing. You will ensure strong stakeholder alignment and timely decision‑making through structured agendas, clear action tracking and well‑prepared pre‑work that enables teams to progress efficiently and minimise delays. You will maintain schedule fidelity by continuously monitoring risks, blockers and resource constraints, escalating and adjusting plans as needed to keep delivery commitments on track. In addition, you will coordinate and facilitate cross‑functional workshops that bring together product, BA, engineering, operations, external vendors and SMEs to refine scope, validate assumptions, prioritise requirements and remove ambiguity.
You’ll have –
- 3+ years of experience as a Lead Business Analyst
- Strong documentation skills, including the creation of clear, structured business artefacts.
- Strong background in product management, including backlog prioritisation and iterative delivery.
- Proven experience leading complex, cross‑team initiatives in a product or program environment (ideally in digital, customer or operations domains).
- Expertise in facilitation and requirements practices (e.g., user stories, acceptance criteria, process mapping, capability/EPIC decomposition).
- Strong command of Agile ways of working (ceremonies, DoR/DoD, incremental planning) and tooling (Jira/Confluence or equivalent).
- A delivery mindset—data‑driven, structured, and comfortable making trade‑offs to land outcomes.
- Clear, influential communication and stakeholder management across business and technology.
- Demonstrates the ability to create structured delivery plans and effectively co‑ordinate workshops or requirements‑gathering sessions across multiple business and technical teams to ensure initiatives and projects are progressed to meet forecasted timelines.
- Ability to conduct data analysis and monitor performance metrics to inform recommendations, identifying opportunities for continuous improvement.
- Competent in translating technical concepts into clear, business focused language.
- Hands on experience with testing, quality assurance, and supporting defect resolution.
- Understanding of risk and compliance frameworks and their application to business initiatives.
- Strong problem-solving skills with experience in root cause analysis and structured issue resolution.
- Excellent communication skills, both written and verbal, with an ability to engage confidently with stakeholders.
- Experience in mentoring and coaching team members to uplift capability.
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 on the 8th of February
Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.
