Senior Service Designer

Qantas

Sydney

4 days ago

Sydney

4 days ago

Apply

Senior Service Designer

Qantas is seeking a Senior Service Designer to lead human-centred service design for complex airline customer care and recovery journeys. The role involves collaborating with cross-functional teams, applying design thinking to improve customer experiences, and requires 6–8+ years of service design experience. Based in Mascot, Sydney, this is a full-time hybrid position.

Apply

Hybrid

Full-time

Senior

Human‑centred Service Design

Systems Thinking

Salary

Not specified

Work Location

Sydney, New South Wales, Australia, AU

Work Model

Hybrid: based at our Head Office in Mascot, Sydney

Experience Required

8 years

Employment Type

Full-time

Experience Level

Senior: 6–8+ years

Core Qualifications

Technical (Must-have)

human‑centred service designsystems thinkingcustomer insightdata‑driven approachqualitative researchquantitative analysisjourney analyticsjourney mapsservice blueprintsecosystem views

Soft Skills

collaborationinfluence without authorityempathycommercial awarenessoperational understandingcontinuous improvementlearning mindsetcoaching

Key Responsibilities

•Lead end‑to‑end service design across Customer Care and Recovery journeys including disruption management, complaints, refunds, direct servicing and post‑flight recovery
•Design services that work seamlessly across digital, contact centres, airport teams, partners and backend operations
•Translate complex operational constraints into clear, intuitive and human centred customer experiences
•Partner closely with Customer Care, Operations, Digital, Product, Technology, Legal and frontline teams to co‑create solutions
•Apply a customer‑insight and data‑driven approach, combining qualitative research, quantitative analysis, journey analytics and operational evidence to identify pain points, uncover unmet needs, prioritise opportunities and measure impact
•Develop and use service design artefacts such as journey maps, service blueprints, ecosystem views and experience principles to align teams and guide delivery
•Influence priorities by clearly articulating customer value, operational impact and key trade‑offs to senior and cross‑functional stakeholders
•Support experimentation, pilots and iterative delivery with product and delivery teams
•Champion consistent recovery principles and standards across the airline
•Coach and uplift service design capability across squads and stakeholders

Senior Service DesignerService DesignHuman‑centred DesignCustomer ExperienceAirlineAviationSydneyHybridFull-timeQantas

Core Qualifications

Technical (Must-have)

human‑centred service designsystems thinkingcustomer insightdata‑driven approachqualitative researchquantitative analysisjourney analyticsjourney mapsservice blueprintsecosystem views

Soft Skills

collaborationinfluence without authorityempathycommercial awarenessoperational understandingcontinuous improvementlearning mindsetcoaching

Key Responsibilities

•Lead end‑to‑end service design across Customer Care and Recovery journeys including disruption management, complaints, refunds, direct servicing and post‑flight recovery

•Design services that work seamlessly across digital, contact centres, airport teams, partners and backend operations

•Translate complex operational constraints into clear, intuitive and human centred customer experiences

•Partner closely with Customer Care, Operations, Digital, Product, Technology, Legal and frontline teams to co‑create solutions

•Apply a customer‑insight and data‑driven approach, combining qualitative research, quantitative analysis, journey analytics and operational evidence to identify pain points, uncover unmet needs, prioritise opportunities and measure impact

•Develop and use service design artefacts such as journey maps, service blueprints, ecosystem views and experience principles to align teams and guide delivery

•Influence priorities by clearly articulating customer value, operational impact and key trade‑offs to senior and cross‑functional stakeholders

•Support experimentation, pilots and iterative delivery with product and delivery teams

•Champion consistent recovery principles and standards across the airline

•Coach and uplift service design capability across squads and stakeholders