Lead Experience Designer

1 week ago

Sydney, New South Wales, Australia Qantas Airways Full time
  • Opportunity to lead design and innovation for the Disruption Transformation program at Qantas
  • Advocate and drive design thinking across the end-to-end customer experience
  • Full-time permanent position based at our Head Office in Mascot

We've always been pioneers, and we're 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 Lead Experience Designer, you will be the advocate for User Experience/User Interface design across the Qantas Disruption Transformation program. Employing a variety of human centred design (HCD) methods and processes to advocate for customer needs and motivations throughout the end-to-end customer experience, and drive the design of innovative digital solutions that help empower our customers and employees.

You will be responsible for:

  • Working across delivery squads to incorporate user-centric experience design to deliver innovative digital service experiences, that integrate into the ecosystem of service touchpoints, such as apps, kiosks, contact-centre and conversational experiences, on-airport and onboard experiences.
  • Mapping and analysing the user experience ecosystem of people, process and technology, to develop insights on how these can be optimised for the benefit of our customers and employees.
  • 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 Human-Centered 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.
  • Ability to design and prototype solution, lead ideation sessions create prototypes, and design solutions based on customer feedback.

You will have:

  • 7+ years of proven experience as a User Experience Designer or Product Designer for software products and services.
  • Tertiary qualifications in User Experience Design, HCD, Business, or a related field.
  • Experience working in highly collaborative agile software teams, within a complex environment.
  • An advocate for User Centred and Human Centred Design methodologies and Inclusive Design.
  • Deep knowledge of design patterns, industry trends and best practices in UX design and UI design.
  • Ability to lead and develop UX designs, user flows, enterprise design systems, content design and strong familiarity of web standards.
  • Strong visualisation and information design skills to communicate complex service eco systems.
  • Demonstrate strong communication skills and manage stakeholders expectations, with the ability to influence across complex programs
  • Highly developed interpersonal, written, and verbal communication skills, including the ability to present research outcomes and design rationale with confidence and clarity.
  • Strong workshop and facilitation skills to guide cross-functional teams through the design process.
  • Good analytical and problem-solving abilities and strong abilities to work collaboratively.
  • Proficiency with current day design tools and software including Miro and Figma to support prototyping and simulations.

Why Qantas?

You'll 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 you'll 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. You'll 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, we've 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.
  • 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 23rd of June

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

Come onboard and you'll be joining a team of over 27,000 people across Australia and the globe. We're proud to be one of the world's leading airlines and one of Australia's most iconic brands. This reputation rests not only on our history of safety, reliability, engineering, and service, but on the people who make it happen.

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