Qantas has announced the appointment of Catriona Larritt as the airline’s new Chief Customer and Digital Officer, bringing its technology operations under her leadership. Previously, technology responsibilities fell under the purview of Rob Marcolina, the Group Executive of Strategy, People, and Technology. However, Marcolina will now transition to the role of CFO, retaining oversight of strategy and transformation while handing off the technology aspect of his responsibilities.
Qantas stated in a filing with the ASX that adding technology to the Chief Customer Officer’s portfolio reflects the crucial role of digital in enhancing customer service. Vanessa Hudson, the CEO-designate, emphasized the airline’s focus on investing in digital to improve the customer experience, providing greater control and real-time information through the website and app.
Catriona Larritt, currently the Executive Manager of Qantas Freight, will assume the role of leading the technology portfolio. She has been with Qantas Freight for nearly three years and previously served as Jetstar’s Group Chief Customer Officer. It is worth noting that there are no apparent changes to the underlying C-Level roles responsible for Qantas’ technology operations.
Over the past few years, Qantas has undergone significant modernization of its technology partnerships and platforms as it navigates its way through the challenges posed by the pandemic.