Principle Service Designer

• Opportunity to design a world leading customer experience for Airline Customer Care and Customer Recovery
• Map and analyse the user experience ecosystem to develop insights and drive positive change for our customers and employees across digital and physical experiences
• Fulltime permanent position based at our Head Office in Mascot Sydney

Weve always been pioneers and were 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 the Principle Service Designer youll play a strategic role in shaping and optimising endtoend experiences within a key journey stage ensuring they align with the enterprise vision and business goals. Your primary focus will be designing a bestinclass experience for Customer Care Disruptions and Customer recovery service experience for both customers and our employees.

As a principal individual contributor you will lead humancentred design initiatives; youll identify key customer pain points and opportunities influencing strategic priorities while improving service delivery across all touchpointsdigital contact centres onairport and onboard. You will be the ultimate collaborator and work with diverse stakeholders across the business to identify and support the delivery of new ideas and solutions that respond to customer care needs.

Youll mentor and empower service designers collaborate with crossfunctional teams and drive innovation to create seamless intuitive and accessible experiences for our customers and employees.

You will be responsible for:

• Developing frameworks and approaches to enhance service delivery across all customer interactions.
• Collaborating with key stakeholders across the business including design peers digital marketing operations and technology teams to embed service design into strategic decisionmaking.
• Leveraging mixed methods to uncover user needs pain points to develop a deeper understanding of the problem space.  
• Using visual storytelling to align stakeholders and teams on experiences that drive set of agreed outcomes. Ability to develop insightled journey maps service blueprints and operational ecosystems that provide stakeholders with confidence across the end to solution.
• Optimisation of service improvements that ensure consistency and efficiency across customer touchpoints.
• Developing initiative concepts/prototypes and validate service concepts through research simulations and user testing.
• Mentoring and guiding service designers fostering a culture of curiosity and excellence.
• Datadriven decision making through the use of analytics customer feedback and performance metrics to inform design decisions and measure success.
• Advocating inclusive design and accessibility across the endtoend experience.
• Leading the development of design deliverables drive the design of viable and sustainable product solutions from discovery through to development and continuous improvement within a HumanCentered Design (HCD) framework.
• Design planning breakdown design activities that drive customer and business outcomes and work closely with developers to ensure seamless implementation of designs across the Qantas experience.
• Strong synthesis abilities from multiple input points research analytics customer feedback ideation and strategy.

Youll have

• 7 years of experience as a Service Design Lead or Lead Designer role with a track record of successfully leading complex enterprise experience design projects.  
• Tertiary qualification in Design HCI Psychology and/or relevant tertiary qualification
• Strong user research skills to conduct qualitative and quantitative research gather customer insights and understand user behaviours needs and pain points throughout their journey.
• Strong workshop and facilitation skills to guide crossfunctional teams through usercentred design processes
• Ability to develop and lead the service design strategy aligning it with the organisations goals and objectives. This involves identifying opportunities for service improvement and innovation.
• Strong understanding of design principles usability and accessibility standards with experience in inclusive design
• Experience solving design problems of significant strategic importance in large complex organisations
• Exceptional communication and collaboration skills to influence and inform the service experience strategy
• Experience working with product designers in delivering consistent and intuitive experiences across channel customer and employee channels.
• Inspiring leader to direct and virtual teams engaging facilitation with proven success and ability to spot flawed logic and coach team to correct errors
• A strong sense of time management deadlines and the ability to adapt diverse challenges and competing priorities
• Familiarity with current day design tools such as Figma and high proficiency collaboration tools such as Miro JIRA and Confluence
• Comfortable working within multidisciplinary teams of product managers service visual designers and engineers

Why Qantas

Youll 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 youll 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. Youll 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 weve 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 and the option to purchase additional paid leave for eligible employees.
• Well 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.
• Well support your wellbeing: Whether its 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 30th of March

Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.

Remote Work :

No

Employment Type :

Fulltime