Senior Conversation Designer

As a Senior Conversation Designer, you will navigate ambiguity and transform complex customer and operational challenges into clear product opportunities, collaborating across teams to create scalable, user-centric solutions that align business objectives with customer needs. You will play a critical role in shaping the future of conversational experiences, ensuring they are coherent, context-aware, and deliver meaningful outcomes for our customers. You will own the end-to-end conversational AI experience, from discovery, through research, design, implementation and optimisation. You will lead the CxD process, iterating based on user testing and conversational performance analysis, while measuring impact through CES, NPS, and CSAT, as well as working closely with the Design Systems team to ensure CxD patterns are reused and iterated consistently.

Opportunity highlights:

• Opportunity to shape Conversational AI within the Qantas Digital teams
• Flexible ways of working – hybrid model with 2 days onsite
• Full-time permanent position, based at our Head Office in Mascot, Sydney

• Creating end-to-end conversational experiences, including designing, building, deploying, and optimisation of conversational AI solutions
• Creating conversational experiences that incorporate best practices, conversation design patterns, UX research, usability, market research, business requirements and customer data
• Supporting discovery of business requirements and translating requirements and business process into use cases and customer experience requirements
• Developing NLU, LLM prompts, dialogs, flow diagrams, and prototypes to effectively communicate conversational interactions and design approaches
• Ensuring conversations leverage a consistent brand, voice, and tone to inspire customer confidence
• Identifying new intent opportunities to increase bot containment and simplify agent processes in alignment with communication and channel strategies
• Communicating and specifying design concepts, solutions, and recommendations to stakeholders including senior executives
• Understanding and adhering to accessibility standards in all design deliverables
• Contributing to and overseeing elements of the Design System, such as developing scalable, flexible CxD components, interaction patterns, and conversation design principles

• 5+ years of experience as a Conversation Designer or a similar role with a track record of successfully leading conversation design projects in large, complex organisations
• Diverse backgrounds welcome; for example a UX or Service designer with a knack for language, or a Communications or Marketer with a passion for dialogue systems
• Portfolio of shipped work demonstrating Conversation Design and/or Voice User Interface design, and understanding of user-centered design principles
• Tertiary qualification in Design, Human-Centered Design (HCD), or a relevant field
• Experience collaborating with developers, solution architects, and the Design System team to implement scalable, user-centric design solutions
• Ability to facilitate co-creation workshops, map end-to-end journeys, and influence product direction by addressing systemic service challenges
• Familiarity with Lean, Design Thinking, Scrum, and Kanban
• Strong understanding of NLP, NLU, Generative AI technologies (LLMs) including limitations, capabilities and deployable use cases
• Proficiency with design tools such as Miro, Figma, UserZoom, Qualtrics, Adobe Creative Suite, Jira, and Confluence
• Experience with Conversational AI tools; familiarity with Cognigy AI, Genesys, or Salesforce is highly regarded
• Exceptional written and verbal communication skills, including strong stakeholder management
• Leadership in mentoring and upskilling designers, fostering a culture of excellence, critique, and strategic thinking
• Ability to navigate ambiguity and shape customer and operational challenges into clear, product-driven opportunities

We are looking for creative and passionate people who thrive in a team that encourages collaboration and big thinking. Our people drive our ability to dream big and deliver successfully.

• Travel benefits including discounted air travel for you and your family, plus exclusive deals on accommodation and holidays
• Flexible leave options including 18 weeks paid parental leave and additional purchased leave for eligible employees
• Access to a wide range of discounts through our partnerships, as well as salary packaging options
• Wellbeing support including resources for mental health and tailored wellbeing programs

Qantas is an equal opportunity employer committed to a diverse and inclusive workplace. We encourage applicants from Aboriginal and Torres Strait Islander communities and people of all backgrounds. If you require support or adjustments, please advise at the time of application. Your personal information will be kept confidential in compliance with privacy legislation.

Be a part of something special and contribute to the Qantas story – get in touch today.

Applications close on the 22nd of September

Note: Applications will be considered from candidates who have the right to work in Australia/New Zealand without sponsorship.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology, Design, and Product Management
• Industries: Airlines and Aviation