Fiona Phillips

Head of Customer Experience, Qantas

About Fiona Phillips

Fiona Phillips is the Head of Customer Experience Melbourne Airport at Qantas, responsible for driving the next generation of airline experience and leading a team of over 1100. Fiona spent 14 years with insurance giant IAG, where as an Executive General Manager she was accountable for customer strategy and experience design, program delivery, and organisation culture as well as leading a large operational team.

Fiona has a breadth of experience across banking, insurance, telecommunications and technology having been a principal consultant with Thoughtworks prior to joining Qantas.

Her signature strength is leading large scale business transformation using Lean, Agile and human centred design to drive change but her passion is keeping things simple and bringing customers and people to the heart of decisions.

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