Head Of Digital | Domain Owner – Qantas Digital
Reported to Executive Manager Digital & Direct Customer Experience | Led 6 direct reports• Managed digital product development and portfolios, including meeting desired budget, revenue and cost targets in Customer Organisation using Agile delivery models• Strategically directed and implemented products to drive conversion, achieving Conversion Rate Optimisation (CRO) by offering new products to compress booking flow. • Established a data-led process for iterative improvement, change management and operational responsibility of the teams that manage the digital experience for booking, servicing, and their relationship with QANTAS (120+ FTE)• Ensured a customer-centric experience at qantas.com and associated digital channels, including Qantas Frequent Flyer & Business Rewards, when booking and travelling with QANTAS and its partners worldwide. • Managed COVID response and introduced products such as Travel Credits and Travel Pass products to enable customers to store and manage their value while travel was suspended.• Increased sales in 2019, by introducing the first map-based search, ”Where can I go?”, incorporating commercial and redemption products for QANTAS and partners worldwide.• Improved conversion outcomes by implementing new payment platform, payment gateway and checkout experience which met required compliance worldwide.• Generated sales via tactical, ancillary product offers after introducing them into the booking and servicing flows while concurrently maintaining conversion and growing basket size. Exceeded commercial outcomes, including conversion, product upsell and cross selling.
