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Qantas rewards customer chief with Jetstar CEO role

written by Adam Thorn | September 26, 2022

Qantas has rewarded its chief customer officer for navigating a tricky six months by promoting her to become the CEO of Jetstar.

Stephanie Tully joined the company back in 2004 and will replace outgoing CEO Gareth Evans in November.

Her current role has seen her manage the “customer experience” for the airline during one of the toughest periods in its history.

In 2022, Qantas has faced a string of problems, including huge delays at Easter, hours-long call wait times, and even a revelation that the cabin crew of a Qantas A330 were made to sleep across seats in economy.


The business’ group chief executive, Alan Joyce, said “Stephanie has worked across several different parts of the airline, from crewing to marketing, and has a deep understanding of customer experience.

“She’s an outstanding leader and she’ll be leading a very experienced senior team at Jetstar to keep building on the strengths of that business.”

The current chief customer role involves being responsible for “all aspects of the customer experience and strategy across the Group including digital, customer products such as lounges and inflight experience, and customer care operations”.

Tully also oversees the Qantas brand’s marketing and sponsorships.

The shuffle in positions means Markus Svensson, currently overseeing network and revenue management, will take Tully’s old role.

“These appointments come at an important time for us,” said Joyce. “The team is working incredibly hard to overcome challenges facing the whole industry as it gets back on its feet, and the data shows we’re almost there.

“Markus has navigated incredible levels of complexity in recent years, managing most of the commercial elements of the Qantas network through several waves of lockdown and recovery, and also managing our relationships with alliance partners around the world.

“His knowledge of airlines means he understands the many elements that have to work to deliver exceptional customer service, which is a key focus for us.”

Australian Aviation reported in June how Jetstar CEO Gareth Evans will stand down from his role in December after 23 years of working in the wider Qantas Group.

Evans was seen as a key contender to eventually replace Group CEO Alan Joyce.

An announcement on the ASX earlier this year added Evans will remain with the larger Qantas group into next year to work on “key projects” before leaving during 2023.

“Gareth has been a superb member of the Qantas Group Executive team for many years. We’re pleased to have his knowledge and experience in the months ahead to help with this transition and key projects in our recovery,” said Joyce.

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