Senior Product Designer

Job description

Company Description Job Description 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 Why Qantas? At Qantas, your career can take you further than you imagined. You’ll join a team where creativity and passion drive success. Together we dream big and deliver even bigger. You’ll find diverse opportunities to grow, personally and professionally. From day one, you’ll be supported with hands-on training, coaching, and formal learning programs designed to help you excel. Your development is our priority because we know that when you thrive, so do our customers. And while this role is your starting point at Qantas, it’s just the beginning. We have a proud history of helping our people explore new paths and reach new heights - 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 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.  Why South Australia? Discover a place where life is balanced and rewarding, and where innovation thrives. In South Australia we value collaboration, genuine connections, and supporting each other to succeed. That spirit of teamwork is at the heart of our new Product Innovation Centre, a hub dedicated to creating world-class digital experiences for our customers. Adelaide offers the best of both worlds. A vibrant city with cutting-edge tech opportunities and world-class food, wine, and arts, surrounded by stunning beaches, national parks, and green spaces. Getting around is easy, and the cost of living means you can enjoy more of what matters. From celebrated wine regions and fresh produce to our innovative industries, South Australians take pride in doing things well, with care and integrity. That same commitment drives our approach to digital innovation: building solutions that matter, with creativity and purpose. If you’re looking for a place where your career can grow, your ideas can shape the future, and your life can flourish, South Australia is waiting for you. 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 18th of June Qualifications Additional Information