From call centre to senior leadership: my 20-year career with Qantas

Starting out

My Qantas story began when I was 19 and studying Business Management at UTS, majoring in Tourism. I’ve always been fascinated by aviation and dreamed of working in the industry. When I saw a job advertisement at university for part-time call centre agents at Qantas Corporate Sales, I applied and got the role. I started making outbound calls to small businesses and that’s where my career took off. After graduating, I spent two years with Qantas Corporate Sales before joining Malaysia Airlines in Sales and Marketing. I later returned to the Qantas Group as a Sales Analyst with Qantas Holidays, working in Wholesale and Industry Sales. Two years later, I moved to Qantas Loyalty where I spent 16 years progressing from Analyst to Senior Manager, supporting various business units and projects. In January 2025, I took on a new challenge and joined Qantas Freight to lead the Freight Performance function within the Performance and Planning team.

Making an impact through data

In my current role, I love seeing how data and insights can shape the conversations we have and influence the decisions we make. My team helps track and monitor our performance, identify areas for improvement, and measure the impact our work has on our customers, our people, and our operations. It’s rewarding to see how our insights help the business deliver on its promises and continue to improve.

Proud moments and people growth

One of the things I’m most proud of is seeing members of my past teams grow and take on new opportunities within the Qantas Group. Watching them achieve their goals and progress in their careers has been one of the highlights of my journey. Their success stories remind me of the supportive environment we’ve built here and how powerful it can be when people back each other to succeed.

Growth and flexibility

I’ve been really fortunate to work with incredible managers and team members who challenge and inspire me. Qantas has offered so many ways to learn and grow, from leadership development programs to networks like Altitude that bring people together from across the business. On a personal level, flexibility has helped me balance work and family life, which has made a huge difference in my career.

Advice for those starting out

For anyone wanting to move into Data and Analytics, or just start their career journey, my advice is to stay curious and open to opportunities. Don’t limit yourself to one part of the business. Every experience helps you build new skills and connections. Keep learning, stay across new technologies, and don’t be afraid to reach out to hiring managers to have a conversation about a role. It’s a great way to learn and make a genuine connection.

Looking ahead

If I had to describe working at Qantas in three words, I’d say exhilarating, rewarding, and enjoyable. Taking on new challenges and being supported along the way has kept me motivated and inspired. Every role has offered something new to learn, and that’s what makes Qantas such a special place to build a career.

Sandra, Senior Manager, Qantas Freight Performance