Senior Manager - Research & Insights

Qantas Airways
Sydney
Workplace: OnsiteFull timeFunction: Research & Scientific (R&D)Experience: 10+ yearsSkills: ["Storytelling","Synthesis","Stakeholder management","Prioritisation","Curiosity"]

Lead Qantas Group’s customer measurement, research, and analytics capability within the Group Customer function. Move beyond reporting by diagnosing drivers of performance, translating customer evidence into clear recommendations for senior leaders, and evolving insights through technology, AI, automation, and improved research approaches. Own quantitative and qualitative methodologies, advanced statistical modelling, and executive-ready narratives synthesising customer, operational, and market data.

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Qantas Airways
Qantas Airways
4 days ago

Senior Manager - Research & Insights

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Last checked: 13 hours agoStatus: Live

Job Summary

Lead Qantas Group’s customer measurement, research, and analytics capability within the Group Customer function. Move beyond reporting by diagnosing drivers of performance, translating customer evidence into clear recommendations for senior leaders, and evolving insights through technology, AI, automation, and improved research approaches. Own quantitative and qualitative methodologies, advanced statistical modelling, and executive-ready narratives synthesising customer, operational, and market data.
Location: Sydney
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Research & Scientific (R&D)
Seniority: Sr. Manager level

Key Responsibilities

  • •Define how Qantas Group understands customers and turn insight into priorities shaping products, experiences, and investment.
  • •Lead customer measurement and research capability across Qantas, liaising with Jetstar and Qantas Loyalty peers.
  • •Interrogate customer feedback to identify underlying drivers and translate evidence into clear recommendations for senior leaders.
  • •Manage always-on programs and ad hoc strategic research requests using the right mix of quantitative and qualitative methodologies.
  • •Evolve insights practices using technology, AI, automation, and new research approaches to deliver faster, more granular, commercially useful intelligence.

Pay and Benefits

Perks:Parental Leave

Key Requirements

  • •10+ years as a research and insights professional in a complex corporate environment.
  • •Hands-on experience managing and evolving Voice of Customer and Brand Health programs with quantitative target setting and insight extraction.
  • •Strong quantitative and qualitative research capability with judgement to select appropriate methodologies for stakeholders and timeframes.
  • •Ability to perform advanced statistical modelling and quantitative methodologies (e.g., max diff, conjoint) and work with data using SPSS and Q.
  • •Track record partnering with agencies and research platform suppliers (e.g., Qualtrics) and improving insights through technology.
Experience:10+ yearsCustomer insightsAviationTransport sector
Skills:StorytellingSynthesisStakeholder managementPrioritisationCuriosity
Languages:English
Tech Stack:AIAutomationSPSSQQualtricsVoice of CustomerBrand health

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Qantas Airways
Australia’s flag carrier providing domestic, international and freight air services, operating Qantas, Jetstar and QantasLink brands, plus a loyalty business (Qantas Frequent Flyer) and aviation services.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Mascot, NSW, Australia
Founded: 1920
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