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.
Qualifications
- Deliver data‑driven insights to enhance the Qantas Business Rewards product and SME customer experience.
- Own QBR/SME product queries and escalations, partnering across the business to drive resolution.
- Permanent position based at our Mascot Campus
While we operate in an unpredictable industry, we thrive on uncertainty and are always ready for a challenge. We take a commercial mindset to all we do, ensuring we make strategic decisions that live up to customer expectations.
The
SME Support Analyst is responsible for developing strategic and operational insights relating to the Qantas Business Rewards Product. This role will identify insights, conduct analysis and develop reporting to assist in enhancing strategic initiatives that will improve the delivery of a superior customer experience to the SME segment.
In addition to the reporting, insights and data accountabilities, the SME Analyst will be the main point of contact for all QBR and SME Product queries and customer escalations. The Analyst will be accountable for managing all queries from across multiple business units relating to product or program experience. As a result, you will be required to maintain up-to-date knowledge of all aspects of the QBR product and program to provide effective support and advice to different layers of stakeholders.
You’ll Have
- 5+ years’ experience in a similar analyst role or related commercial, sales or airline environment.
- Tertiary qualifications in an analytical discipline such as business, economics, mathematics, IT, engineering or aviation.
- Advanced analytical and problem‑solving skills, with the ability to translate data into actionable insights.
- Demonstrated experience analysing data from multiple internal and external sources.
- Strong reporting skills, with experience delivering clear written and verbal insights, KPIs and performance metrics.
- Proven ability to use data, trends and performance drivers to recommend actions that improve commercial and operational outcomes.
- Experience working in a sales‑related environment, with knowledge of sales strategies and market dynamics.
- Experience managing customer relationships, issue resolution and complex escalations.
- Proficiency with systems such as Amadeus (or other GDS), finance systems and Salesforce.
- Strong business acumen, with a solution‑focused mindset and attention to detail.
- Highly developed communication, negotiation and stakeholder management skills.
- Ability to manage multiple priorities and conflicting deadlines in a fast‑paced environment.
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 Tuesday 5th May 2026
Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.
