Senior Product Designer

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

Design end-to-end digital support experiences that help Qantas customers find answers and resolve issues quickly—especially during high-stress travel moments. Turn customer research, behavioural insights, and operational challenges into intuitive self-service journeys with smooth handoffs to assisted support. Use analytics, experimentation, accessibility standards, and AI-powered opportunities to continuously improve support at scale.

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FursaFursa
Qantas Airways
Qantas Airways
2 days ago

Senior Product Designer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Design end-to-end digital support experiences that help Qantas customers find answers and resolve issues quickly—especially during high-stress travel moments. Turn customer research, behavioural insights, and operational challenges into intuitive self-service journeys with smooth handoffs to assisted support. Use analytics, experimentation, accessibility standards, and AI-powered opportunities to continuously improve support at scale.
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.
  • •Translate customer research, behavioural insights, and operational challenges into practical design solutions.
  • •Design self-service experiences first, while creating seamless handoffs to assisted support for complex scenarios.
  • •Identify opportunities to improve support at scale using AI, automation, and conversational tools.
  • •Use analytics, experimentation, and customer feedback to evaluate and continuously improve experiences.

Pay and Benefits

Perks:Paid ParentalPaid LeaveSalary Packaging

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 ability to create journey maps, wireframes, prototypes, and service concepts.
  • •Proficiency with Figma, Miro, Jira, and Confluence.
Experience:Digital supportSelf-serviceCustomer serviceAICustomer research
Skills:Systems thinkingCommunicationStakeholder engagementCustomer-obsessed mindsetAccessibility focus
Languages:English (AU)
Tech Stack:FigmaMiroJiraConfluenceAIConversational interfacesJourney mapsWireframesPrototypesService concepts

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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