Conversation Designer

Job description

Company Description Job Description Opportunity to do your best work on an international stage setting the voice and tone of Qantas’ virtual assistants Flexible ways of working – hybrid model with 3 days onsite Full-time fixed-term position until June 2027, based at our Head Office in Mascot, Sydney We’ve always been pioneers, and we’re proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today. Our corporate functions include Corporate Affairs, Public Company, Legal, Finance, Treasury, Industrial Relations, IT, Sustainability, People and Customer, supporting the CEO in making Qantas a market leading, global organisation. In this Conversation Designer role, your focus will be on the customer-facing content of our new virtual assistants. The importance of persona, voice and tone should be self-evident to you, and you will use this knowledge to advance the way we craft the best conversational content possible for our customers, consistent with our brand. You will design, review and optimise the conversational content of our chatbots, voicebots, and messaging platforms, as well as advance design systems to allow such work to scale. You will work closely with stakeholders and your team from discovery through deployment to transform complex customer and operational challenges into scalable, user-centric solutions that align business objectives with customer needs. Working in an agile delivery squad, you will collaborate closely with designers, product owners, business analysts, SMEs, and technical delivery teams; with significant stakeholder engagement across business units. Through performance analysis and user testing, you will continuously improve conversational experiences and contribute to the Conversation Design discipline by establishing best practices and reusable patterns that elevate conversational AI across the organisation. Your key responsibilities include: Turn draft conversational requirements, flows and designs into high-quality conversational content. Ensuring conversations leverage a consistent brand, voice, and tone to inspire customer confidence. Supporting discovery of business requirements and translating them into use cases and customer experience requirements. Applying conversation design best practices, UX research, and customer insights to inform solution design. Help to drive and uplift design systems for repeatable, high-quality design collateral and outcomes Analysing customer data, user behaviour, and business requirements to define AI use cases and conversational solutions. Identifying new opportunities to increase bot containment and simplify agent processes in alignment with communication and channel strategies. Communicating and specifying design concepts, solutions, and recommendations to stakeholders including senior executives. Understanding and adhere to accessibility standards in all design deliverables. We are interested to hear from people who have: Proven experience delivering high-quality content in the Conversation AI space. A passion for emerging technology, AI, Chatbots, Voicebots and Contact Centre Technology. Portfolio or examples of work demonstrating Conversation Design and or Voice User Interface design, and understanding of user-centred design principles. Tertiary qualification in Design, Human-Centred Design (HCD), Linguistics or equivalent practical experience. Experience collaborating with developers, solution architects, and the Design System team to implement scalable, user-centric design solutions. Ability to facilitate co-creation workshops, map end-to-end journeys, and influence product direction by addressing systemic service challenges. Familiarity with and experience in modern frameworks and methodologies, including Lean, Design Thinking, Scrum, and Kanban. Proficiency with current day design tools and software including Miro, Figma, UserZoom, Qualtrics, Adobe Creative Suite, Jira, and Confluence. Strong written and verbal communication skills, including strong stakeholder management skills. Ability to navigate ambiguity, identifying and shaping customer and operational challenges into clear, product-driven opportunities. Experience in the use of GenAI in the Conversational AI space would be well regarded. Why Qantas? You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully. There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless. The Qantas employee benefits program offers amazing benefits that extend well beyond travel. 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 (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options 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. Be a part of something special and play your part in the Qantas story – get in touch today. Applications close on the 7th of June Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship. Qualifications Additional Information