Q

Qantas Group

International and domestic airline passenger services

Head of Personalisation & Experimentation

Full-TimePosted on 10/19/2026
No salary listed
Expert
Sydney NSW, Australia
In Person
Growth & MarketingGrowth Marketing

About the job

Requirements
  • At least 10 years of experience in senior strategic, commercial, and governance roles.
  • Significant demonstrated experience in a similar, large or listed, complex data-led organisation.
  • Experience developing innovative data strategies that drive direct and indirect revenue growth, with appropriate governance, in a complex consumer-focused organisation.
  • Expertise in best practices for data commercialisation and data-enabled value optimisation.
  • Involvement in strategy development and implementation.
  • Ability to redesign business practices to deliver breakthrough results.
  • Ability to identify emerging customer and commercial digital opportunities.
  • Ability to contribute to strategy beyond the role's own area and to segment strategy development.
  • Ability to act as a functional business partner and contribute a broad business perspective.
  • Ability to build partnerships and manage stakeholders effectively.
  • People management and team development skills.
  • Experience presenting to and influencing the CEO and senior executive levels.
  • Ability to drive change and challenge the status quo, with a customer-driven approach.
Responsibilities
  • Define and lead the enterprise-wide strategy for personalised customer experiences and experimentation across Qantas Loyalty and Qantas Airlines.
  • Accelerate the design, deployment, governance, and measurement of customer-centric initiatives to strengthen engagement, loyalty, and business performance.
  • Partner with executive stakeholders across Marketing, Product, Customer, Technology, Data, and Analytics to shape and deliver data-enabled capabilities.
  • Combine customer insights, artificial intelligence, advanced analytics, marketing practices, and emerging technologies to develop solutions that enhance customer experiences and address business challenges.
  • Build alignment across stakeholder groups so initiatives support the Qantas Group's strategic direction and maximise value for customers and the business.
  • Lead the development of processes, experimentation frameworks, and digital capabilities that enable continuous improvement and evidence-based decision-making.
  • Establish and lead a high-performing team delivering personalised experiences, strengthening customer loyalty, enhancing brand perception, and maintaining competitive advantage.
  • Promote innovation, automation, and experimentation at scale, fostering an agile culture that enables teams to adapt to changing customer and market needs.

About the company

Qantas Group operates as a major airline providing passenger and cargo services across Australia and internationally. Customers buy tickets for seats on scheduled flights, and the airline moves people and goods using a network of routes, aircraft, crews, and ground services. It differentiates itself through a long history of safety, reliability, and service, with a strong Australian identity and extensive domestic and long-haul network. Its goal is to connect people and places with safe, reliable air travel while growing its global network.

Company Size

10,001+

Company Stage

IPO

Headquarters

Sydney, Australia

Founded

1920

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Simplify's Take

What believers are saying

  • FY26 revenue reached $25.5 billion, and underlying profit before tax hit $2.06 billion.
  • Qantas Loyalty earned $625 million in FY26, driven by 18.9 million members.
  • Qantas and Expedia Group B2B will relaunch Hotels and Holidays in first-half 2027.

What critics are saying

  • The Federal Court hears Qantas’ $105 million flight-credits settlement in October 2026.
  • Jetstar Asia closed July 31, 2025, and restructuring costs already hit FY26 results.
  • Project Sunrise fails if premium demand weakens before A350-1000ULR deliveries scale by 2028.

What makes Qantas Group unique

  • Qantas’ dual-brand network spans premium Qantas and value Jetstar across Australia.
  • Project Sunrise targets first nonstop Sydney-London in October 2027 and Sydney-New York mid-2028.
  • Adelaide’s Product Innovation Centre centralizes AI, product, and digital talent in-house.

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Benefits

  • Parental Leave
  • Wellness Program
  • Mental Health Support
  • Employee Discounts

Growth & Insights and Company News

Headcount

6 month growth

6%

1 year growth

6%

2 year growth

6%
Australian FinTech
Oct 20th, 2026
Gratifii inks three-year agreement with Qantas and goes live through its online marketplace.

Gratifii inks three-year agreement with Qantas and goes live through its online marketplace. Ticketmates Australia, a wholly owned subsidiary of ASX-listed Gratifii Limited, has announced that its online marketplace is now live for members of the Qantas Frequent Flyer program. The marketplace offers Gratifii's movies and experiences catalogue under a binding three-year agreement with Qantas. The agreement was made possible through Gratifii's strategic partnership with Marketplacer, a technology provider that powers online marketplaces. This partnership has expanded Gratifii's ability to deliver not only its traditional offerings, such as movies, experiences and attractions, but also a wide range of products from other dropship suppliers directly through its platform. Gratifii considers the agreement material to the business, as it opens a major new enterprise distribution channel for the company's cinema and attractions network. The agreement is expected to increase ticket volumes over the initial three-year term. However, revenue will depend on redemption volumes, meaning the financial impact cannot yet be reliably quantified. The agreement is not subject to any material conditions precedent. Track Investments "Going live puts our movies and experiences in front of 18 million Qantas Frequent Flyer members and delivers on the pipeline of partnerships we signalled to the market. Our partnership with Marketplacer made it happen. A single API connection let a partner of this scale go live quickly, with minimal technical lift on either side, and the ability to add new products in real time," said Iain Dunstan, CEO and Managing Director, Gratifii.

Australian Aviation
Oct 20th, 2026
Virgin Australia eyes entry to Perth-Bali market.

Virgin Australia eyes entry to Perth-Bali market. Virgin Australia has applied for additional capacity to Indonesia, with plans to launch services between Perth and Bali. The airline has written to the International Air Services Commission for 5,086 seats per week in each direction on the Indonesia route, with an eye to expanding its existing Sydney, Melbourne and Brisbane services, as well as operating flights from Perth to Denpasar. Virgin intends to fly an extra 28 Bali services per week in total, with four more each from Sydney and Melbourne, three from Brisbane, and 17 from Perth. "The additional capacity will support the expansion of Virgin Australia's scheduled passenger services between Australia and Indonesia, including increased frequencies from Sydney, Melbourne and Brisbane to Denpasar and the introduction of services between Perth and Denpasar," wrote Henry Coles, head of airline partnerships and international relations. "The capacity will be utilised by Virgin Australia and is sought for a period of five years from the date of the commission's determination. "The proposed services will be operated by Virgin Australia using B737 MAX 8 aircraft configured with 182 seats." An entry by Virgin onto Perth-Denpasar would make it the sixth airline to operate the route, alongside Batik Air, Batik Air Malaysia, Indonesia AirAsia, Jetstar, and TransNusa. It would also be Virgin's second international destination from Perth, the other being Doha. Virgin currently holds around 20 per cent of Australian airlines' capacity to Indonesia under existing bilateral air service agreements, with the remainder taken up by Qantas and Jetstar. Perth Airport in 2025-26 saw a new record of 18,387,992 passengers, an increase of 5.2 per cent over 2025, with international passengers up 8.1 per cent to 5.55 million, regional passengers up 6.0 per cent to 6.6 million, and interstate passengers up 1.9 per cent to 6.22 million. The airport saw a number of new and expanded routes across the financial year, including to Asia, Africa, New Zealand, and the eastern states. "Key international milestones included China Southern moving to year-round Guangzhou services, Qantas launching Johannesburg and Auckland, ANA increasing Perth-Tokyo to daily flights over the peak northern winter season, and Jetstar launching Perth-Manila," Perth Airport said in a July statement. "TransNusa also expanded Perth-Bali to double daily, while further frequency growth from Cathay Pacific, Malaysia Airlines, Air New Zealand and Philippine Airlines added more choice and capacity for Western Australians and inbound visitors. "Domestically, Qantas' new services to Newcastle and Hobart further expanded Perth's direct interstate network." It comes as Perth continues its "One Airport" transformation program to centralise all operations within one precinct. Want to see more stories from trusted news sources? Make Australian Aviation a preferred news source on Google. Click here to add Australian Aviation as a preferred news source.

Travel Weekly
Oct 19th, 2026
Brand USA partners with Qantas to showcases America's culinary diversity.

Brand USA partners with Qantas to showcases America's culinary diversity. Published on: 20th October 2026 at 10:04 AM Brand USA has showcased the culinary diversity of the US to Australian travel advisors through America the Bountiful, an intimate trade event held at Melbourne's Louisiana-inspired venue, Le Bon Ton. The event was held on on Thursday, 8 October 2026. It brought together frontline travel advisors, seven U.S. destination partners and Qantas to explore the country's diverse food and drink experiences. Destination partners included Visit Anaheim, Travel Portland, Travel Oregon, Los Angeles Tourism & Convention Board, Travel South, Greater Palm Springs and New Orleans & Company. Qantas also updated attendees on air connectivity to the United States. Brand USA ambassadors Cara Buhagiar from Helloworld Lower Templestowe, Abby Pezze from Wolf and Turner Travel Associates, Jessica O'Grady from Cruiseabout and Brittany Mason from Mr Chocolates Travel attended the event. They shared their experiences to date and personal culinary highlights from their travels in the USA throughout the evening. Brand USA Australia and New Zealand trade director Tristan Freedman said events like America the Bountiful play an important role in connecting travel advisors with destination partners and inspiring new ways to experience the United States. "Culinary experiences offer a meaningful way to connect travellers with the culture, people and stories of a destination. Bringing our destination partners and travel advisors together creates opportunities to share knowledge, spark ideas and inspire more engaging U.S. itineraries." The event also marked the launch of Brand USA's new America the Bountiful agent resource, designed to help travel advisors explore and share culinary experiences across the country.

EPR Network LLC
Oct 16th, 2026
Jetstar opens Perth crew base as Qantas Group expands aviation training and regional fleet upgrades.

Jetstar opens Perth crew base as Qantas Group expands aviation training and regional fleet upgrades. The new base starts with 40 crew and targets 90 local positions, supporting Perth-Christchurch flights, more Melbourne services and a training centre serving over 1,200 staff annually. Qantas Group and Jetstar representatives and cabin crew at an aviation safety training facility in Perth. Key takeaways. * Jetstar launched its Perth cabin crew base with 40 employees and plans to increase local roles to 90. * New Perth-Christchurch flights begin 27 October 2026 with more than 30,000 low-fare seats planned for the season. * A new Perth safety facility is expected to train over 1,200 Qantas Group personnel annually. * Nineteen Perth-based QantasLink A320s are receiving Wi-Fi and cabin improvements, while E190 preparations progress. (NEWS) PERTH, Western Australia, Australia, 2026-Oct-16 - /Travel PR News/ - Perth is gaining a larger role in the Qantas Group network, with a new Jetstar cabin crew base, a dedicated aviation safety training facility and upgrades to regional aircraft forming part of a fresh investment push in Western Australia. The expansion adds local crew positions while supporting domestic flights, a new trans-Tasman link and services serving the state's resources sector. Jetstar's Perth base began operating in October with 40 cabin crew, with the airline intending to increase the number of locally based positions to 90. The move is designed to support further departures from Western Australia's capital and reduce the need to rely on crews based elsewhere as the carrier expands its schedule. New Christchurch flights and more Perth-Melbourne capacity. For travellers, the most immediate international addition is Jetstar's new Perth-Christchurch service, scheduled to launch on 27 October 2026. The airline says the route will offer more than 30,000 low-fare seats across its operating season, adding a direct connection between Western Australia and New Zealand's South Island. The carrier also plans to increase its Perth-Melbourne schedule to as many as four return flights daily during the summer holiday period. Together, the flight changes expand options for leisure travellers and people making connections between western and eastern Australia. Safety training moves closer to Western Australian crews. Alongside the crew base, the group has opened a purpose-built Emergency Procedures Training Centre in Perth. It is expected to train more than 1,200 Qantas, QantasLink and Jetstar employees each year, encompassing existing cabin crew and new recruits. Jetstar's latest Perth-based recruits are already undertaking ground-school instruction at the site. The centre brings classroom teaching and practical simulations together. Its equipment includes a virtual-reality training area, door trainers for Boeing 787 and 737 aircraft and Airbus A330 and A320 aircraft, an Airbus A321 narrow-body trainer, an evacuation slide and life rafts. An Embraer E190 trainer is due to be installed in early 2027 in preparation for that aircraft's entry into QantasLink's Western Australian operations. Locating this training in Perth means Western Australian personnel can undertake more mandatory safety instruction locally rather than travelling to eastern Australia, a practical consideration as the number of locally based employees increases. Aircraft investment reaches regional and resources operations. The expansion also extends to the QantasLink fleet serving Western Australia, including travel linked to the resources industry. Nineteen Perth-based Airbus A320 aircraft are receiving Wi-Fi installations, refreshed seating and cabin improvements. The first upgraded aircraft has been completed and, according to the group's 16 October announcement, was scheduled to return to service during the same week. QantasLink's first Embraer E190 for its Western Australian fleet arrived in Perth in September 2026, marking another stage in the operator's regional fleet renewal. The addition of training equipment for the E190 reflects the preparations required before these aircraft enter local service. Vanessa Hudson, Qantas Group chief executive, described Western Australia as one of the airline group's key growth markets and said Perth is expected to become its second-largest international gateway after Sydney in the coming years. She linked the investments to employment, extra flying and easier access to training for locally based crews. Western Australian Premier and Tourism, Trade and Investment Minister Roger Cook welcomed the investment for its training and employment implications and its contribution to Perth's position in aviation, tourism and trade. The projects illustrate how airline network growth involves more than launching routes: crew bases, safety instruction and fleet modernisation must develop alongside the flying programme. For passengers, the changes promise additional Perth connectivity and gradual onboard improvements, while the recruitment and training facilities create a broader operational base for the group's growth in Western Australia. Further details are available in Jetstar's official announcement and on the Qantas website.

Australian Aviation
Oct 14th, 2026
Air New Zealand wins APAC punctuality bronze in September.

Air New Zealand wins APAC punctuality bronze in September. Air New Zealand was the third most punctual airline in the Asia-Pacific region last month, according to data from aviation analyst Cirium. September saw 87.3 per cent of Air New Zealand flights arrive within 15 minutes of schedule, well above the global average of 77.7 per cent, placing it behind Hainan Airlines and Trinity Airways (formerly T'way). The carrier operated a total of 13,072 flights during the month. "Customers count on us to get them where they need to go. Our airport and cabin teams make that possible by working together to get each flight ready to depart on time. That means being disciplined and focusing on the details," said Air New Zealand chief operations officer Kate Boyer. "There isn't one silver bullet for punctuality - it's about getting lots of small things right, from having the aircraft ready, bags being loaded, crew being in position and customers boarding at the right time. Saving a minute or two at each stage makes a difference." According to Air New Zealand, one technique it has used to increase punctuality is "pre-staging general boarding", which involves airport and cabin crew teams working together to "have the gate and customers ready so general boarding can begin as soon as the aircraft is cleared". "On international flights from Auckland, the trial saw extended boarding delays reduce by around 45 per cent and general boarding begin just under four minutes earlier," the airline said. "Air New Zealand then tested the same approach on domestic jet services from Auckland, Wellington and Christchurch. While domestic flights generally have a shorter boarding process, the trial still saw boarding-related delays reduce by around 25 per cent." Boyer noted that pre-staging general boarding has now become an approved process for Air New Zealand departures across all NZ airports since the beginning of October. "The biggest learning has been about what we can achieve when our airport and cabin crew teams have a shared understanding of what excellence looks like and work together to get flights ready earlier," she said. "Every minute matters when a delay to one flight can have a knock-on effect across the network. That's the kind of precision and discipline that sits behind a strong operation. "Australian Aviation need to maintain this focus on finding opportunities to improve punctuality and reliability for its customers, particularly as Australian Aviation head into the busy summer period. "87.3 per cent is a strong result, but our focus is the other 12.7 per cent. That's what keeps us looking for the next minute we can save." While no Australian airlines appeared in Cirium's top 10 for APAC in September, Qantas did rank fifth among major airlines globally in fellow analyst OAG's ratings for the month, with 86.57 per cent of its flights arriving on time. Want to see more stories from trusted news sources? Make Australian Aviation a preferred news source on Google. Click here to add Australian Aviation as a preferred news source.