Crew Experience Manager

Qantas Group; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Discounted air travel

Private medical insurance

Competitive pension

Learning and development from day one

Wellbeing support

Job summary

Qantas UK Cabin Crew is seeking an experienced Crew Experience Manager to lead our UK Flight Attendant teams and manage the end-to-end employee experience. You will foster a positive culture, balance people priorities with operational needs, and partner across HR, IR, safety and customer ops to deliver timely, fair outcomes.

You will influence a dispersed, unionised workforce and lead projects that improve wellbeing, attendance and performance while maintaining safety and customer experience at

Qualifications

• Proven experience leading large operational workforces or dispersed teams.
• Strong experience managing performance, employee relations, attendance, wellbeing, investigations and complex case management.
• Ability to build effective relationships and influence a broad range of stakeholders.
• Experience working in a unionised environment and partnering with employee representatives.
• Proactive mindset with a track record of driving initiatives and continuous improvement.
• Ability to balance operational demands with projects in a fast-paced environment.

Responsibilities

• Lead and develop a team of Flight Attendants and Business & First Flight Attendants, providing visible leadership and direction.
• Manage end-to-end crew experience, covering performance, development, attendance, wellbeing, employee relations and probation.
• Handle complex employee matters with sound judgement to deliver timely, fair outcomes.
• Drive operational performance and continuous improvement using workforce insights.
• Build strong stakeholder relationships across HR, IR, Safety, Customer, Ground Operations and employee groups.
• Lead or contribute to projects and specialist portfolios to support UK operations and Qantas Group priorities.

Skills

Leadership

Stakeholder management

Employee relations

Performance management

Change management

Safety culture

Job description

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.

About the Role

We are seeking an experienced, people-focused Crew Experience Manager to join our Qantas UK Cabin Crew leadership team. In this role, you will be responsible for the end-to-end employment experience of our Flight Attendants and Business & First Flight Attendants, creating an environment where crew feel supported, valued and empowered to perform at their best.

This is a broad, hands‑on leadership role that combines people leadership with operational responsibility. Working within a small and collaborative team, you will manage a range of employee matters while balancing operational priorities with genuine care for your people and delivering timely, effective outcomes.

Alongside day‑to‑day crew leadership, you will lead or contribute to projects and specialist portfolios that support the UK operation and broader Qantas Group initiatives. This is an opportunity to make a visible impact on both the employee experience and the future success of Qantas UK Cabin Crew.

Key Responsibilities

• Lead and develop a team of Flight Attendants and Business & First Flight Attendants, providing visible leadership, clear direction and support to foster a positive, high‑performing culture.
• Manage the end-to-end crew experience, including performance, development, attendance, wellbeing, employee relations, recognition and probation management.
• Handle complex employee matters with confidence and care, applying sound judgement to deliver timely, fair and practical outcomes.
• Drive operational performance and continuous improvement by leveraging workforce insights to identify opportunities and implement solutions that enhance the crew and customer experience.
• Build strong stakeholder relationships across HR, Industrial Relations, Safety, Customer, Ground Operations and employee representative groups to deliver shared outcomes.
• Lead or contribute to projects and specialist portfolios, balancing day-to-day crew leadership with initiatives that support the UK operation and broader Qantas Group priorities.

About You

You are a people-focused and approachable leader who thrives in a hands‑on operational environment. You adapt your leadership style to support a diverse workforce, balance empathy with sound judgement, and are comfortable navigating complex people matters. Proactive and solutions‑focused, you take ownership, drive improvement and enjoy balancing day‑to‑day operational leadership with projects and initiatives that deliver meaningful outcomes.

To be successful in this role, you will bring:

• Proven experience leading large operational workforces or similarly complex, dispersed teams.
• Strong experience managing performance, employee relations, attendance, wellbeing, investigations and complex case management.
• A confident, approachable and adaptable leadership style, with the ability to build effective relationships and influence a broad range of stakeholders.
• Sound judgement, resilience and the ability to navigate complex people matters with professionalism and care.
• Experience working in a unionised environment and partnering with employee representatives.
• A proactive mindset, with a track record of driving initiatives, continuous improvement and positive business outcomes.
• The ability to balance operational demands, project work and competing priorities in a fast‑paced environment.
• A genuine commitment to safety, customer experience, inclusion and developing others.
• Flexibility to work within a shift‑based, airport‑focused operation, including participation in an on‑call roster.

This role is ideal for someone who thrives in a smaller, agile operation where initiative, accountability and a hands‑on approach are key to success.

Why Qantas?

You will join a close‑knit team where you'll have the opportunity to make a meaningful impact on the experience, performance and wellbeing of our UK Cabin Crew while helping shape the future of our operation.

• Heavily discounted air travel from the UK to Australia, within Australia and across the globe for eligible employees,familyand friends.
• Private medical insurance and a health cash plan, subject to eligibility.
• Competitive pension package.
• Learning and development from day one.
• Wellbeing support and the opportunity to contribute to a safe,inclusiveand high-performingteamculture.

Inclusion and Eligibility

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 at 11:59pm (BST) on 13 September 2026.