2016 Symposium Speakers

Dean Colton

Manager, Customer Journey Management, Qantas Airways


Dean is the Manager, Customer Journey Management at Qantas where he is responsible for managing the delivery of the customer journey to ensure customers receive a premium experience when they travel with Qantas. His portfolio includes responsibility for the customer recovery strategy and management of product/service failure and flight disruption standards to minimise the impact on customers, and facilitate customer recovery across all stages of the customer journey.

Dean has been with Qantas for 29 years and held leadership positions in sales, operations and customer strategy, and has managed the Qantas customer feedback and complaint management team for 4 years.