• Job Description

  Req#: R99227
  • Create a servicing desktop experience for our consultants within our Contact Centres – to empower our consultants to provide best in class service to our customers
  • Help shape and deliver our consultant experience strategy
  • Full-time permanent position based at our Head Office in Mascot

  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.

  We are working hard to shape the consultant desktop around our consultants and their jobs to be done . We have a vision working towards crafting a consultant desktop that our consultants can trust will support them in delivering premium customer service efficiently and we need a Product Owner who is passionate about the internal customer and to help make this happen.

  As the Product Owner – Consultant Desktop, you will lead the servicing experience across the desktop through a cross functional squad. Your day will consistent of working closely with other product owners, delivery managers, business analysts , designers and developers, while also ensuring close engagement of a diverse range of business stakeholders. In this role you will be responsible for the delivery of new features, enhancements, initiatives and ownership on what will be included in each sprint and accepting work as completed in line with our definition of done , and within the spirit of the human centered design approach testing and validating with our frontline colleagues.

  As a part of this role, you will need to be able to interpret data and develop insights with the aim of developing, supporting and continuously improving the consultant desktop experience. You will have a customer-centric mentality and be responsible for driving your product vision, strategy and roadmap. You will be passionate about creating simple , intuitive, and easy to use experiences for our consultants when they service our customers . You understand how technology can support our contact centre s starting with brilliant basics with a view to building out our contact centre of the future.

  You’ll have –

  • 5+ years of experience in a Digital environment with a focus on product and contact centre software development.

  • Significant experience with in the airline industry , in particular understanding the important of a strong customer relationship management (CRM) tool , desired experience in Salesforce

  • Experience in leading and managing a digital product team.

  • Strong digital product management skills including product discovery, implementation, feature prioritisation and measurement processes.

  • Strong understanding and use of modern digital frameworks and their methodologies, including Scrum.

  • Knowledge of Agile product roadmap development.

  • Understanding of customer validation and testing including iteration reviews and User Acceptance Testing.

  • Strong stakeholder management and influencing skills.

  • Strategic mindset and ability to communicate vision.

  • Excellent communication skills with high emotional intelligence to help steer product development to positive outcomes.

  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 1 8 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 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 23 August 2024

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

• About the company

  Qantas Airways Limited is the flag carrier of Australia and its largest airline by fleet size, international flights and international destinations.

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