Qantas has announced an executive restructure, which has led to the departure of several senior leaders with other job cuts expected, as the airline group strives to become ‘even more customer-focused’ and improve the service it provides.
“While we continue building on the progress we’ve made, we’re now entering a new phase,” QF ceo Vanessa Hudson said in a letter to staff. “With more than 200 new aircraft joining our fleet over the next decade and significant investment in technology and AI ahead, I’ve taken this opportunity to update the group leadership team structure and responsibilities to ensure we are set up for success.”
Under the rejig QF is bringing its group customer strategy and insights together with loyalty while moving key QF customer experience and operational areas into Qantas Domestic and Qantas International. As part of the leadership team’s portfolio reshuffle, QF’s international and freight ceo Cam Wallace will also take responsibility for QF’s in-flight and on-ground products and services, including lounges. “These teams are responsible for food and beverage, cabin layouts, service design and new seats for our aircraft,” says Hudson. “This comes at an important time as we prepare for Project Sunrise and ramp up investment in our global lounge network.”
Wallace, a long time advocate for the trade distribution, will also take over the responsibility for QF’s direct channels and payments teams. At the same time Rachel Yangoyan has been appointed to the newly-created role of chief technology, AI and transformation officer, and Hudson has advised that the carrier is not seeking a replacement chief customer officer.
Job cuts are also said to be part of the changes, but Travel Today understands that reports of 400 potential redundancies are not accurate.
