Customer Experience Officer

• Exciting opportunity to shape customer experience improvements 
• Collaborate with Cabin Crew Customer Experience and Operational teams 
• Permanent full-time opportunity based at Perth Domestic Airport 

Job Description 

Network Aviation is a wholly owned subsidiary of the Qantas Group providing high-capacity air charter and regular passenger transport services. We operate a fleet of F100 and A319/20 jet aircraft from our base at Perth Airport and specialise in mining industry charters regional airline services routine and emergency freight and corporate charter flying.   

As the Customer Experience Officer you will be a part of the Network Aviation Cabin Crew team reporting directly to the Head of Cabin Crew & Customer Experience. You will support the rollout of customer-focused initiatives ensuring our products and services align with Qantas Group standards. This role is dynamic people-focused and perfect for someone who is passionate about enhancing the customer journey and experience.  

Key Responsibilities:  

• Collect review and analyse market research and customer feedback 
• Present customer trends and insights to Cabin Crew Customer Experience and operational teams 
• Engage with cabin crew to gather feedback and troubleshoot customerrelated issues 
• Address and action customer feedback from Flight Wraps and Product Service Reports 
• Support in projects that focus on continuous improvement to service delivery 
• Provide high-quality administrative support to the Customer Experience and Cabin Crew leadership team 
• Coordinate Cabin crew uniform requirements and support onboarding/offboarding tasks  
• Support Cabin crew in the administration of iPads and customer-facing applications including RED. 
• Driving a culture of customer service excellence and continuous improvement 

Youll have: 

• 24 years experience in customer service customer insights operations or similar roles 
• Strong written and verbal communication skills across all levels of the organisation 
• The ability to quickly learn required service standards safety procedures and policy requirements 
• Experience in a dynamic environment with the ability to troubleshoot and adapt quickly 
• Self-motivation and commitment to improving service standards 
• Experience engaging with diverse stakeholder groups 
• High attention to detail and accuracy 
• Strong administration and systems capability (Microsoft Office Qualtrics Viva etc.) 
• Cabin Crew experience is desirable 

Why the Qantas Group  

Youll 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 youll be able to grow both personally and professionally at the Qantas Group. 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. Youll 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 weve 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 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees. 
• Well 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 can also take advantage of our salary packaging program including motor vehicles eligible portable electronic devices and professional memberships.  
• Well support your wellbeing: Whether its learning to better support your own and others mental health our interactive wellbeing app or your very own tailored nutrition plan.  

The Qantas Group is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We embrace diversity and encourage applications from people with disability. Candidates will have the opportunity to request support or reasonable adjustments during the recruitment process in order to demonstrate their ability to meet the inherent requirements of our roles. 

If youre ready to step into a culture that will challenge and excite you submit an application and lets explore how we go places together.   

Applications Close Thursday 29 January 2026 

Remote Work :

No

Employment Type :

Full-time