Digital Business Analyst

• Join our collaborative Qantas Digital team to innovate and drive change for Help & Support products
• Flexible ways of working – hybrid model with 3 days onsite
• Full-time permanent position based at our Head Office in Mascot

We’ve always been pioneers, and we’re proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today. Our corporate functions include Corporate Affairs, Public Company, Legal, Finance, Treasury, Industrial Relations, IT, Sustainability, People and Customer, supporting the CEO in making Qantas a market leading, global organisation.

We are on a mission to reimagine how we can better support our customers when things don’t go to plan. As the Digital Business Analyst, you will be responsible for helping the Product Owner facilitate the transformation of customer and business problems into meaningful solutions.

In this role, you will work across Help & Support products, spanning multiple journeys and channels, including the Qantas App and Website. You will play a critical role in helping customers discover information, lodge feedback or claims, manage and track cases, and connect the customer with the right support within our contact centres.

To be successful in this role, you will effectively be translating customer needs and business context into actionable steps and solutions. You will be the glue that takes an idea from concept through to delivery and ongoing performance tracking You will possess a solid grasp of analytics, be comfortable with establishing and generating reports, defining requirements to features and processes, assisting decision-makers in gathering information to make trade-offs, support quality assurance-testing for solutions and effectively communicate how features and processes work.

You’ll have –

• 3+ years’ experience as a Digital Business Analyst and;
• 1+ year experience in, and a passion for Agile ways of working
• Strong understanding and use of modern digital frameworks and their methodologies, including Scrum, Kanban, lean, design thinking, human-centred design, multivariate testing, process mapping, flow charting, continuous improvement, test automation and others
• Proven track record in communicating requirements both verbally and through user stories, with logical and clear acceptance criteria, that are easily understood by developers, testers and stakeholders
• Can solve, and lead the solving of, strategic problems of high complexity
• Proven ability to meet goals and deadlines with an excellent attention to detail
• Able to work with a high degree of autonomy and are proactive in communicating.
• Solid experience establishing and executing reports in a digital analytics or business intelligence (BI) tool, preferably Adobe Analytics and ability to compare data sets to deduce accurate insights
• Robust stakeholder engagement and management skills (day-to-day interpersonal, structured workshops, etc.)
• Well-rounded digital, application, infrastructure, mobile, UI and UX knowledge
• Able to understand legal, regulatory and corporate stipulations and evaluate risk and articulate using technical and business language

Why Qantas?

You’ll 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 you’ll be able to grow both personally and professionally at Qantas. 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. You’ll 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, we’ve 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 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.

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.  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.

Be a part of something special and play your part in the Qantas story – get in touch today.

Applications close on the 27th of April

Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.