Stephanie Pemberton

Leading Global Customer Advocacy
Qantas

As global lead of the Customer Advocacy function and Group complaints strategy at Qantas, Stephanie partners with senior leaders from across the organisation to drive change and champion fair and equitable outcomes for customers.

Formed around the three pillars of Identification, Prevention and Remediation, Customer Advocacy is made up of specialists in customer insights, knowledge management, policy and procedure, specific needs and customer care. Together they are a prominent, objective voice when things go wrong or outcomes are not to the satisfaction of customers.

Stephanie combines her Industrial Design background with over 20 years’ professional experience applying Design Thinking in the development of complex commercial and high profile products and services across multiple industry sectors – most notably in airlines as Customer Experience Lead on some of the largest aircraft, lounges, airport infrastructure and inflight experience programs at Qantas.

Together with a recent stint at big-four consulting firm KPMG amidst the Banking Royal Commission, Stephanie has helped some of Australia’s largest organisations become more customer-centric through applying industry-leading practices in customer strategy, customer insights and customer experience design and execution – including Westpac Banking Corporation, Orica Mining Services and NSW Treasury.