Overview
* Design the future of customer care, where every customer connection feels effortless, personal and world‐class
* Empower our frontline teams by shaping the tools that enable faster, smarter and more effective customer support
* Full-time permanent position based at our new Product and Innovation Centre in Adelaide
Join Qantas in our brand-new Product and Innovation Centre located in Adelaide to help meet evolving consumer needs by enabling agile teams to deliver faster, more adaptive solutions that prioritise customer value, continuous feedback, and innovation at every stage of the product lifecycle.
As a Senior Product Designer, you will operate across the end-to-end service ecosystem, shaping customer and consultant experiences that span multiple platforms, touchpoints, and channels. AI is a critical enabler within this role, with an expectation to identify and apply AI-driven opportunities to enhance consultant experience and operational efficiency.
You will be responsible for designing connected user flows across systems, grounded in a deep understanding of customer segments, needs, and goals across the full journey. This role goes beyond individual interfaces requiring you to think systemically about how experiences are orchestrated across contact centre systems and platforms.
You will apply a mix of experience design, behavioural research, and optimisation thinking to identify opportunities that improve both customer outcomes and operational efficiency.
Based in Adelaide, you'll be part of a growing, close-knit team working on some of the most meaningful and complex challenges across customer care and recovery. With flexible ways of working and strong cross-team collaboration, you'll have the opportunity to make a tangible, visible impact and shape the tools used every day by consultants and directly improving customer outcomes at scale.
What you'll be doing:
* Design end-to-end user flows across multiple platforms, ensuring a seamless experience across contact centre internal platforms
* Build deep understanding of customer segments and journey needs, translating insights into actionable design decisions
* Partner closely with servicing and operational teams (e.g. Contact Centre, Loyalty) to ensure solutions are grounded in real-world constraints and opportunities
* Conduct and apply behavioural user research to inform design direction and validate solutions
* Identify and drive optimisation opportunities, working closely with Service Designers to improve underlying processes as well as front-end experiences
* Collaborate with Product Owners and Service Designers to align customer experience, business priorities, and delivery feasibility
You'll have:
* Experience designing complex systems, workflows, or enterprise tools (e.g. CRM, case management, booking systems)
* Strong understanding of service design and the connection between digital and assisted service channels
* Ability to design end-to-end experiences across multiple systems and touchpoints
* Experience working with cross-functional teams across Product, Engineering, and Operations
* Confidence working in complex, rule-heavy environments (e.g. servicing, ticketing, fare rules)
* Strong problem-solving and logical reasoning skills, with a focus on reducing friction and improving efficiency
* Experience creating concepts, workflows, wireframes and prototypes to communicate design intent
* Experience working with design systems and applying consistent patterns across tools
* Proficiency with tools such as Figma, Miro, and collaboration platforms like Jira and Confluence
* Familiarity with Salesforce, contact centre systems or similar enterprise platforms (desirable)
* Interest in or experience using AI-enabled design tools to support insight, prototyping, and delivery
* Strong communication skills, with the ability to clearly articulate complex ideas to different audiences
* A user‐centred mindset, with equal focus on customer and consultant needs in operational environments
Benefits
* We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
* We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave and the option to purchase additional paid leave for eligible employees.
* We'll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.
* We'll support your wellbeing: Whether it's learning to better support your own and others' mental health, our interactive wellbeing app or your very own tailored nutrition plan.
Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation.
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