Lead Designer

• Opportunity to lead design and innovation for the Disruption Transformation program at Qantas
• Map and analyse the user experience ecosystem, to develop insights and digital solutions for our customers and employees
• Full-time permanent position based at our Head Office in Mascot

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.

As the Lead Designer, you will lead the end-to-end design of the Qantas experience. You will play a pivotal role in shaping experiences for customers and employees across both physical and digital touch points through channels that support customers through an Airline disruption.

You will be responsible for:

• Working across delivery squads to incorporate user-centric experience design to deliver innovative digital service experiences, that integrate into the ecosystem of service touchpoints, such as web, apps, kiosks, contact-centre and conversational experiences, on-airport and onboard experiences.
• Mapping and analysing the user experience ecosystem of people, process and technology, to develop insights on how these can be optimised for the benefit of our customers and employees.
• Leading the development of design deliverables, drive the design of viable and sustainable product solutions from discovery through to development and continuous improvement within a Human-Centered Design (HCD) framework.
• Design planning, breakdown design activities that drive customer and business outcomes and work closely with developers to ensure seamless implementation of designs across the Qantas experience.
• Strong synthesis abilities from multiple input points – research, analytics, customer feedback, ideation and strategy.
• Ability to design and prototype solution, lead ideation sessions create prototypes, and design solutions based on customer feedback.

You’ll have:

• 7+ years of experience as an Service Design Lead or Lead Designer role, with a track record of successfully leading complex enterprise experience design projects.  
• Tertiary qualification in Design, HCI, Psychology and/or relevant tertiary qualification
• Strong user research skills to conduct qualitative and quantitative research, gather customer insights, and understand user behaviours, needs, and pain points throughout their journey.
•  Strong workshop and facilitation skills to guide cross-functional teams through user-centred design processes
• Experience in narrative storytelling to support the alignment of stakeholders. Create insight-led journey maps, service blueprints, and operational ecosystems that inform and align stakeholders to take action.
• Experience in service delivery & optimization to identify and implement service improvements, ensuring consistency and efficiency across customer touchpoints.
• Experience in developing concepts to support touchpoints and validate service concepts through research, simulations, and user testing.
• Ability to develop and lead the service design strategy, aligning it with the organization's goals and objectives. This involves identifying opportunities for service improvement and innovation.
• Ability to collaborate with cross-functional teams, including UX/UI designers, researchers, product managers, and business analysts, to ensure a unified approach to service design.
• Strong understanding of design principles, usability and accessibility standards, with experience in inclusive design
• Experience solving design problems of significant strategic importance, in large, complex organisations
• Exceptional communication and collaboration skills to influence and inform product strategy
• Experience working with product designers in delivering consistent and intuitive experiences across channel customer and employee channels.
• Inspiring leader to direct and virtual teams, engaging facilitation with proven success and ability to spot flawed logic and coach team to correct errors
• A strong sense of time management, deadlines, and the ability to adapt diverse challenges and competing priorities
• Familiarity with current day design tools such as Figma and high proficiency collaboration tools such as Miro, JIRA and Confluence
• Comfortable working within multidisciplinary teams of product managers, service, visual designers and engineers

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 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.

Be a part of something special and play your part in the Qantas story – get in touch today.

Applications close on the 12th of March

Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.