A Decade at Qantas: From Loyalty to Customer Care

From Loyalty to Customer Care: A Decade at Qantas

Starting out

I joined Qantas in 2015, beginning in Qantas Loyalty where I supported the Commercial team and Finance. My sister had been working here for five years in a similar role and was enjoying the staff travel benefit, which was a big drawcard for me in my mid-twenties.

When I started, Qantas Loyalty was preparing to launch Qantas Health Insurance and its first Qantas-branded credit card. It was exciting to see both products come to life alongside a great team, many of whom are still with the company today.

Career highlights

One of my most memorable moments was during the Centenary celebrations when I managed the promotional team. I coordinated 200 uniformed staff to fly to Brisbane for a secret tarmac shoot. I even put on a uniform myself to be part of the advertisement.

Exploring the business

Over my time at Qantas, I’ve moved from Qantas Loyalty’s Finance and Commercial teams into the Airline's Customer division, supporting areas such as Marketing, Research and Insights, Customer Strategy, Technology, and now Purchasing Experience and Customer Care & Recovery. This variety has given me a strong appreciation for the end-to-end customer journey. Even after ten years, I’m still learning something new every day.

Balancing work and family

Family is incredibly important to me. Thanks to staff travel, my children have been able to see the world from an early age. One of my favourite trips was Bali earlier this year, and we are already counting down to our next adventure to Rarotonga.

Throughout my pregnancies, I was able to work flexibly, adjusting my hours when needed. After my most recent maternity leave, I knew full-time work wouldn’t suit our family’s routine, so I asked to return part-time permanently. My manager was incredibly supportive, and now I job share with another mum. The arrangement works perfectly for both of us, giving us the balance we need at work and at home.

What keeps me here

I’m genuinely excited to come to work. No two days are the same, and in a company as big as Qantas, there’s always something new happening.

Rachel, Executive Assistant