Job Description
- Apply human‑centred service design to complex Airline servicing and recovery journeys, restoring trust in moments of disruption while balancing real‑world operational and regulatory constraints
- Collaborate with Customer Care, Operations, Digital, Technology and frontline teams to turn customer insights into practical, scalable service improvements
- Full-time permanent position 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.
As a Senior Service Designer, you will champion human‑centred design across the organisation, driving meaningful improvements in customer care and recovery experiences. You will translate insights into seamless end‑to‑end services across digital and non‑digital touchpoints by mapping and analysing the service ecosystem of people, process and technology. Working closely with cross‑functional teams, you will identify opportunities to create new value for contact centres and recovery services, shape and validate value propositions, and contribute to business cases that improve how people travel and work.
Responsibilities include:
- Lead end‑to‑end service design across Customer Care and Recovery journeys including disruption management, complaints, refunds, direct servicing and post‑flight recovery
- Design services that work seamlessly across digital, contact centres, airport teams, partners and backend operations
- Translate complex operational constraints into clear, intuitive and human centred customer experiences
- Partner closely with Customer Care, Operations, Digital, Product, Technology, Legal and frontline teams to co‑create solutions
- Apply a customer‑insight and data‑driven approach, combining qualitative research, quantitative analysis, journey analytics and operational evidence to identify pain points, uncover unmet needs, prioritise opportunities and measure impact.
- Develop and use service design artefacts such as journey maps, service blueprints, ecosystem views and experience principles to align teams and guide delivery
- Influence priorities by clearly articulating customer value, operational impact and key trade‑offs to senior and cross‑functional stakeholders
- Support experimentation, pilots and iterative delivery with product and delivery teams
- Champion consistent recovery principles and standards across the airline
- Coach and uplift service design capability across squads and stakeholders
You’ll have:
- 6–8+ years’ of experience in service design or experience design, ideally in complex, regulated or operational environments
- Proven experience designing customer care, servicing or recovery journeys (e.g. complaints, call centres, disruptions, health, travel, utilities or financial services)
- Strong understanding of systems thinking and large‑scale service ecosystems
- Experience working with contact centres and frontline teams is highly desirable
- Demonstrated ability to influence without authority in large organisations
What you’ll bring:
- A portfolio demonstrating service design leadership across complex journeys
- Evidence of designing for emotionally charged or high‑stakes customer experiences
- A balance of empathy, commercial awareness and operational understanding
- A mindset of continuous improvement and learning
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 24th of May
Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.
