Head of Personalisation & Experimentation

Qantas Group; Sydney; On-site; AUD 180,000 - 300,000; Full time

Benefits offered by this job

Discounted travel for you and family

18 weeks paid parental leave

Salary packaging program

Wellbeing app and wellness support

Job summary

Qantas Loyalty, part of the Qantas Group, seeks a senior leader to own personalization and experimentation across loyalty and airline brands. You will shape data-driven customer experiences, partner with Marketing, Product and Technology, and lead a high-performing team focused on innovation and value delivery.

The role sits at the Head Office in Mascot and requires a track record of delivering complex, scalable data-enabled capabilities in a large organisation.

Qualifications

• Senior leadership experience in a data/AI driven environment.
• Experience shaping enterprise-wide personalisation and experimentation strategies.
• Proven ability to partner with C-suite and senior stakeholders.

Responsibilities

• Define and lead the enterprise-wide strategy for personalised customer experiences across Qantas Loyalty and Qantas Airlines.
• Accelerate design, deployment, governance and measurement of customer-centric initiatives.
• Build alignment across stakeholders and drive continuous improvement with evidence-based decisions.

Skills

Executive leadership

Stakeholder management

AI strategy

Personalisation strategy

Experimentation governance

Data-driven decision making

Cross-functional collaboration

Job description

Head of Personalisation & Experimentation

• Full-time
• Business Function: Data Analytics
• Parent Business Function: Digital, IT & Analytics
• Time Type: Full time
• Worker Sub-Type: Permanent
• Challenge yourself with a senior cross-functional leadership role, at the intersection of data, AI and digital capabilities
• Lead the personalisation and experimentation capabilities for Qantas Loyalty
• Permanent role based at our Head Office in Mascot

Qantas Loyalty is an integral part of the Qantas brand, with a vision to be the most valued and trusted Loyalty ecosystem that makes every day more rewarding. With a focus on rewarding loyalty and fostering lasting relationships, our business is dedicated to providing unparalleled value and benefits to our members. From earning points on flights, shopping and everyday purchases to enjoying exclusive perks and privileges, Qantas Loyalty is committed to delivering exceptional service and rewards. With a rich heritage and a forward-thinking approach, we continue to redefine loyalty in the aviation industry, setting the standard for excellence and innovation.

The Head of Personalisation & Experimentation is responsible for defining and leading the enterprise-wide strategy for personalised customer experiences and experimentation across Qantas Loyalty and Qantas Airlines. The role focuses on accelerating the design, deployment, governance and measurement of customer-centric initiatives that strengthen engagement, loyalty and overall business performance.

As a senior business leader, this position partners closely with executive stakeholders across Marketing, Product, Customer, Technology, Data and Analytics to shape and deliver sophisticated, data-enabled capabilities. By combining customer insights, AI, advanced analytics, marketing practices and emerging technologies, the role drives innovative solutions that enhance customer experiences and address complex business challenges.

A key focus of the role is building alignment across diverse stakeholder groups, ensuring initiatives support the broader strategic direction of the Qantas Group while maximising value for customers and the business. The role also leads the development of new processes, experimentation frameworks and digital capabilities that enable continuous improvement and evidence-based decision making.

In addition, the Head of Personalisation & Experimentation is accountable for establishing and leading a high-performing team focused on delivering personalised experiences, strengthening customer loyalty, enhancing brand perception and maintaining competitive advantage. The role promotes innovation, automation and experimentation at scale, fostering an agile culture that enables teams to adapt quickly and respond effectively to evolving customer and market needs.

What you’ll bring to the role:

• 10+ years’ experience in Senior Strategic, Commercial and Governance roles.
• Significant demonstrated experience in a similar, large/listed, complex data led organisation.
• Developing innovative data strategies that lead to growth in revenues (direct and indirect) with
• appropriate governance, in a complex consumer focussed organisation.
• Expert in best practices for data commercialisation and data-enabled value optimisation.
• Involvement in strategy development and implementation.
• Redesigns business practices to deliver breakthrough results.
• Identifies emerging customer and commercial digital opportunities.
• Contributes to strategy beyond own area and to the development of segment strategy.
• Acts as a functional business partner; contributes to broad business perspective.
• Builds partnerships and strong stakeholder management.
• Excellent people management and team development skills.
• Excellent stakeholder relations and influencing capabilities with experience presenting
• to and influencing through to CEO and senior executive levels.
• Customer driven leader with the ability to drive change, challenge the status quo and
• passion to succeed.

Why Qantas?

At Qantas, your career can take you further than you imagined. You’ll join a team where creativity and passion drive success. Together we dream big and deliver even bigger.

You’ll find diverse opportunities to grow, personally and professionally. From day one, you’ll be supported with hands‑on training, coaching, and formal learning programs designed to help you excel. Your development is our priority because we know that when you thrive, so do our customers.

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.

Applications close on Sunday the 1st of November

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. By coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. 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.