Senior Product Designer

Qantas Airways
Adelaide
Workplace: HybridFull timeFunction: Design (Product/UX/UI/Visual)Skills: ["Systems thinking","Communication","Stakeholder engagement","Customer-centred design","Accessibility advocacy"]

Design end-to-end digital support experiences for Qantas customers, helping them find answers and resolve issues quickly through self-service, AI-powered help tools, and contextual content. Work with Product, Engineering, Service Design, and Customer Care to turn research and operational challenges into intuitive designs, use analytics and experimentation to iterate, and ensure seamless handoffs to assisted support. Contribute to accessibility, inclusion, and scalable design systems.

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Qantas Airways
Qantas Airways
1 week ago

Senior Product Designer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Closed
Reposted: similar role first listed 6 months ago

Job Summary

Design end-to-end digital support experiences for Qantas customers, helping them find answers and resolve issues quickly through self-service, AI-powered help tools, and contextual content. Work with Product, Engineering, Service Design, and Customer Care to turn research and operational challenges into intuitive designs, use analytics and experimentation to iterate, and ensure seamless handoffs to assisted support. Contribute to accessibility, inclusion, and scalable design systems.
Location: Adelaide
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Design (Product/UX/UI/Visual)
Seniority: Mid level

Key Responsibilities

  • •Design end-to-end support experiences that help customers navigate help pathways and resolve issues confidently.
  • •Turn customer research, behavioural insights, and operational challenges into practical design solutions.
  • •Design for self-service first, with seamless handoffs to assisted support for complex scenarios.
  • •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.

Pay and Benefits

Perks:Paid ParentalPaid Leave

Key Requirements

  • •Proven experience designing complex digital products or customer-facing platforms at scale.
  • •Strong understanding of self-service, digital support, and customer service experiences.
  • •Experience designing across multiple channels, systems, and touchpoints.
  • •Hands-on experience with journey maps, wireframes, prototypes, and service concepts.
  • •Proficiency using Figma, Miro, Jira, and Confluence.
Experience:Customer serviceSelf-serviceDigital supportCRMWorkflow management
Skills:Systems thinkingCommunicationStakeholder engagementCustomer-centred designAccessibility advocacy
Languages:English (AU)
Tech Stack:FigmaMiroJiraConfluenceAI-poweredWireframesPrototypesJourney mapsDesign systems

Company Brief

Qantas Airways
Australia’s flag carrier providing domestic, international and freight air services, operating Qantas, Jetstar and QantasLink brands, plus a loyalty business (Qantas Frequent Flyer) and aviation services.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Mascot, NSW, Australia
Founded: 1920
Glassdoor
Glassdoor: 3.8
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