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 shape the digital experiences customers rely on to book, manage, and get help with their travel. Depending on your team, you’ll focus on making purchase simple and transparent, or on helping customers 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 creating experiences that feel effortless, especially in the moments that matter most. Where things get complex, you’ll design smooth connections to our assisted teams so the journey never feels broken.

You’ll bring strong experience designing end-to-end digital journeys, ideally across areas like booking and checkout, site search, AI-powered help, or contextual content. Experience designing for business customers is a big advantage whether that’s small business owners, bookers managing travel for others, or employees travelling for work. You’re a systems thinker who designs at scale, and a clear communicator who brings cross-functional teams along with you.

Based in Adelaide, you’ll join a close-knit team at our new Product and Innovation Centre, with the chance to make a visible impact on experiences millions of customers use every day.

What you'll be doing:

• Design end-to-end experiences that help customers book with confidence, manage their travel, and find the right help when they need it.
• Turn customer research, behavioural insights, and operational challenges into intuitive, practical design solutions.
• Make purchase simple and transparent, helping customers understand their options and choose what's right for them.
• Design for self-service first, while ensuring smooth handoffs to assisted teams when customers need extra support.
• Design for the distinct needs of business customers, from small business owners to bookers and employees travelling for work.
• Identify opportunities to use AI, automation, and conversational tools to improve experiences at scale.
• Use analytics, experimentation, and customer feedback to evaluate and continuously improve experiences.
• Work closely with Product, Engineering, Service Design, Customer Care, and Commercial teams to prioritise and deliver outcomes.
• Champion accessibility, inclusion, and customer-centred design across every journey.

What you'll have:

• Proven experience designing complex digital products or customer-facing platforms at scale, with a portfolio that shows both strong UI craft and end-to-end thinking.
• Excellent visual and interaction design skills, with a sharp eye for layout, typography, hierarchy, and detail.
• Experience designing polished, high-fidelity interfaces for responsive web and native app (iOS and Android).
• Hands-on experience across the full design process, from journey maps and wireframes to interactive prototypes and production-ready designs.
• Experience working with and contributing to design systems, components, and scalable interaction patterns.
• A strong understanding of accessible design, including designing to WCAG 2.2 AA.
• A strong understanding of purchase, self-service, and digital support experiences, ideally including the needs of business customers.
• Experience designing across multiple channels, systems, and touchpoints.
• The ability to simplify complex problems and turn customer needs into clear, intuitive experiences.
• Strong systems thinking, with an understanding of how digital experiences connect with operational processes.
• Proficiency in Figma, along with tools like Miro, Jira, and Confluence.
• Curiosity and enthusiasm for AI, conversational interfaces, and emerging technologies.
• Strong communication and stakeholder engagement skills, including the confidence to present and explain design decisions.
• A customer-obsessed mindset and 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 11th of November