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.
Job Description- Drive innovative product strategies that enhance accessible customer experiences and fuel business growth.
- Transform market insights into actionable solutions across new product portfolio.
- Full time permanent positions 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. We take a commercial mindset to all we do, ensuring we make strategic decisions that live up to customer expectations. It’s in us to be our best. We see it as our responsibility to take ownership and drive outcomes, ensuring we make a contribution to take the organisation forward.
As a Product Specialist, you’ll play a key role in shaping product strategies that enhance accessible customer experiences for all customers and drive business growth. You will analyse market trends, gather competitive insights, and identify emerging opportunities to inform the design, development, and implementation of innovative accessible product solutions.
We are hiring across three key Product Specialist roles in our Accessibility team to shape and deliver innovative, accessible solutions that enhance customer experience and drive business growth:
- Product Specialist - Airport Accessibility: Leverage your expertise in airport operations to develop accessible products that seamlessly integrate with other airport services. You’ll manage relationships with airport teams, lead change initiatives, and work to reduce customer complaints. Experience in airport customer experience (ideally ACEM), change management, or product design is essential, with a passion for accessibility preferred.
- Product Specialist – Accessible Customer Experiences: Champion the voice of customers with accessibility needs by developing inclusive products that improve the end-to-end journey. Collaborate across teams using insights from complaints, advocacy groups, and policy initiatives. Experience in customer experience or change management is essential, with a background in accessibility consulting, transport project delivery or the disability sector preferred.
- Product Specialist - Continuous Improvement, Accessibility: Drive evidence-based improvements to existing accessible products and services, ensuring they meet customer needs and integrate smoothly across the customer journey. Use insights, complaint data, and audits to balance customer and organizational priorities. Experience in analysis, system audit, learning and development, or complaints escalation is preferred.
All roles report to the Product Manager - Accessibility, within the Customer Advocacy team and contribute to strategic planning and continuous improvement across the product lifecycle.
In this role, you’ll coordinate cross-functional collaboration, manage supplier relationships, and uphold quality and consistency across documentation, tools, and processes. Leveraging strong analytical and communication skills, you’ll synthesise customer research and complex data to deliver actionable insights and well-informed recommendations to senior stakeholders. As a subject matter expert, you’ll help guide product design decisions, elevate customer satisfaction, and support the delivery of bold, data-driven product innovation.
To be considered for these roles you will have:
- Minimum 6+ years’ experience in a similar role within a large, complex organisation.
- Tertiary qualifications in Business, Commerce, Marketing, or a related discipline, Allied Health, or Access Consulting.
- Proven expertise in product management, including strategic thinking, customer-centric design, and prioritisation.
- Skilled in leveraging research, insights, and analytical thinking to drive product decisions.
- Experienced in Agile and Scrum methodologies, with a solid understanding of human-centred design.
- Strong collaboration and communication skills, with a background working in large, cross-functional teams.
- Highly organised, with demonstrated multitasking, project management, and time management capabilities.
- Excellent verbal and written communication, with proficiency in Microsoft Office (Word, Excel, PowerPoint).
- Proactive, detail-oriented, and comfortable working autonomously with a process-driven mindset.
- Adaptable and curious, with the ability to manage multiple priorities and deliver under tight deadlines.
- Experience in the health or disability sector, or work in transport projects involving customers with accessibility needs or access consulting.
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 and the option to purchase additional paid leave 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 people with lived experience of disability, 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 Friday 12th September 2025
Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.
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