Job Description

• Shape how millions of customers get help, design the future of Qantas’s digital support experience, from search to AI-powered self-service.
• Make a real difference in critical moments through creating simple, seamless experiences that help customers get back on track quickly and with confidence.
• 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'll design digital support experiences that make it easy for customers to find answers and resolve issues on their own whether they're planning a trip, mid-travel, or sorting something out after they land.

Your focus is to develop experience that help customers resolve issues quickly, confidently, and with minimal effort especially in high-stress moments during travel. For complex scenarios you’ll design smooth handoffs to assisted support teams so the experience feels seamless.

You'll have a strong background in designing digital support or self-service experiences, with hands-on experience across areas like site search, AI-powered help tools, and contextual content. You're a systems thinker who can design at scale, and a clear communicator who can bring cross-functional teams along with you.

Based in Adelaide, you’ll join a close-knit team tackling complex customer care challenges, with the opportunity to make a visible impact on experiences used every day by both customers and consultants.

What you'll be doing:

• Design end-to-end support experiences that help customers navigate help pathways, get the right information, and resolve issues with confidence
• Turn customer research, behavioural insights and operational challenges into intuitive, practical design solutions
• Design for self-service first, while ensuring smooth handoffs to assisted support when customers need it
• Identify opportunities to use AI, automation and conversational tools to improve support at scale
• Use analytics, experimentation and customer feedback to evaluate and continuously improve experiences
• Work closely with Product, Engineering, Service Design and Customer Care teams to prioritise and deliver outcomes
• Champion accessibility, inclusion and customer-centred design across all support journeys

What you'll have:

• Proven experience designing complex digital products or customer-facing platforms at scale
• A strong understanding of self-service, digital support and customer service experiences
• Experience designing across multiple channels, systems and touchpoints
• The ability to simplify complex problems and turn customer needs into clear, intuitive experiences
• Hands-on experience with journey maps, wireframes, prototypes and service concepts
• Strong systems thinking — an understanding of how digital experiences connect with operational processes
• Experience working with and contributing to design systems and scalable interaction patterns
• Proficiency using Figma, Miro, Jira and Confluence
• Experience within customer service, support, CRM or workflow management environments (highly regarded)
• Curiosity and enthusiasm for AI, conversational interfaces and emerging support technologies
• Strong communication and stakeholder engagement skills
• A customer-obsessed mindset with a passion for evidence-based design

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.

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 July