Senior Manager, Data Reporting and Insights

Senior Manager, Data Reporting & Insights Job Description The Senior Manager Data, Reporting & Insights is a senior leadership role within the Customer Care & Recovery portfolio, reporting directly to the Executive Manager. The role leads a client services function that partners with operational teams across Customer Journey Operations, Customer Advocacy, Disruptions, and Global Contact Centres to deliver high‑quality, actionable insights that drive business performance, uplift the customer experience, and reduce organisational costs. The position is accountable for establishing and continuously improving robust data request and reporting processes, ensuring rapid turnaround times, and delivering exceptional storytelling to highlight opportunities for uplifting the customer experience and operational outcomes. In addition, the Senior Manager inspires and develops a high‑performing analytics team, fosters a culture of excellence and innovation, and upholds best practice standards in analytics, data governance, and stakeholder engagement. Success is measured by the ability to drive measurable business outcomes through data, build and maintain trusted partnerships with stakeholders, and position the Data, Reporting & Insights team as a centre of excellence within Customer Care & Recovery. Responsibilities Drive the strategic direction of data and insights, influencing executive‑level decisions and delivering measurable business outcomes. Lead, develop and inspire a highly skilled analytics team to innovate and operate as a centre of excellence. Partner with operational teams across Customer Journey Operations, Customer Advocacy, Disruptions, and Global Contact Centres to deliver high‑quality actionable insights. Establish and continuously improve robust data request and reporting processes, ensuring rapid turnaround times. Deliver exceptional storytelling that highlights opportunities to uplift the customer experience and optimise operational outcomes. Maintain the integrity, accuracy, and security of all data assets, setting up best‑practice standards in analytics, data governance, and stakeholder engagement. Represent the business unit in executive forums, advise on strategic initiatives, and ensure that all outputs align with organisational objectives and regulatory requirements. Support organisational change and transformation initiatives through evidence‑based decision making and strategic data leadership. Ensure a safe, inclusive, and high‑performing work environment that champions data and analytics best practice. Qualifications 10+ years’ experience in analytics, data, reporting, or insights, with at least 5 years in senior leadership Tertiary qualifications in analytics, business, commerce, technology, or related discipline (postgraduate highly regarded) Expertise in analysing complex data and delivering actionable insights that drive business outcomes Significant experience turning data into compelling visual material to highlight tangible business improvement opportunities Advanced proficiency in data visualisation and analytics tools (e.g. Power BI, SQL, Tableau) and Microsoft Office Suite Strong cross‑functional stakeholder management and influencing skills, with experience engaging at all organisational levels Proven ability to design and improve reporting processes, data governance frameworks, and scalable solutions High commercial acumen, problem‑solving capability, and ability to manage multiple projects in a fast‑paced environment Deep understanding of data privacy, compliance, and ethical considerations in analytics Benefits We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, for you and your family & friends, and exclusive deals on accommodation and holidays. Flexible leave options: 18 weeks paid parental leave with superannuation payments on all paid and unpaid parental leave until your child turns 1, and additional purchased leave options for eligible employees. Access to thousands of rewards through partnerships offering discounts across shopping, food & wine, insurance, health & wellbeing, leisure and entertainment; salary packaging program available. Well‑being support: interactive wellbeing app and tailored nutrition plan. Applications close Wednesday 17th December Only candidates who have the right to work in Australia/New Zealand without restriction or sponsorship will be considered. 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 people, and people of all backgrounds to apply. If you have any support or access requirements, please advise us at the time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation. #J-18808-Ljbffr