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Senior Analyst, Commercial Strategy & Insights - Qantas Digital & Customer Experience

Qantas - Mascot, NSW

Any Industry
Source: uWorkin


  • Challenge yourself to develop initiatives that translate insights into value for the Qantas Group

  • Take an opportunity to lead the analysis of complex issues and monitor the ongoing performance of Digital & Customer Experience

  • Full Time Permanent role, based at our Mascot Campus

While Qantas is synonymous with aviation, we’ve evolved in ways that may surprise you. We’re taking digital to a whole new level, creating a technology hub and providing digital solutions that drive our business forward. We’re challenging ourselves to reinvent the future, finding opportunities to connect with customers that can add value to different parts of their lives.

As the Senior Analyst, Commercial Strategy & Insights you will be responsible for understanding the strategic nature of projects, sourcing the most applicable insights from across the Group, leading the analysis and developing solutions to assist senior management in making significant strategic decisions. The successful candidates will have experience developing and driving customer insights that facilitate more informed, data driven decision to support the long and short-term digital and customer operations strategies. The role is also responsible for developing frameworks and defining key performance indicators to measure success and benefits of strategic initiatives.

The role reports into the Senior Manager, Commercial Strategy & Insights – Qantas Digital & Customer Operations and will play a key support role in determining how Qantas will focus resources, capabilities and activities to achieve the targeted Qantas experience. Using Customer Intelligence to build commercial levers, this role will employ a highly analytical and systematic approach to digital and customer operations.

You’ll have:

  • Experience leading the development of high quality, accurate analysis of high value, high impact projects for inclusion in Board papers and submissions to the Chief Customer Officer and senior management

  • The knowledge to develop innovative analytical and modelling techniques to produce and present customer and digital insights, including coordination and triangulation of varied and inter-related data sources (e.g. research insights vs behavioural insights

  • The ability to work constructively and positively with internal (contact centres, digital, Sales, Revenue Management, Marketing) and external stakeholders (including partners and suppliers)

  • Experience in strategy development and execution

  • High level of computer literacy with extensive knowledge of Microsoft Excel, Word and PowerPoint and the ability to source data from internal IT systems

  • Strong understanding of fundamentals of finance and accounting

  • Can effectively understand legal, regulatory and corporate stipulations and evaluate risk and articulate using technical and business language

  • Demonstrated ability to collaborate, contribute and create effective teamwork across traditional organisational boundaries

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.

Applications close: Monday 31st of May, 2021.