Strategic Service Design Lead

7 months ago

Sydney, Australia Qantas Airways Limited Full time

Opportunity to lead service design, using HCD to optimise Qantas’ airport service experiences for customers and employees
- Mentor and empower a team of service and experience designers to innovate and enhance service offerings at Qantas
- 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 Strategic Service Design Lead, you will be an advocate for human-centred design across the organisation and will lead a transformative shift in customer experience across airports, turning insights and opportunities into seamless and cohesive service experiences across both digital and non-digital touchpoints. This involves mapping and analysing the service ecosystem of people, process and technology that underpin it, identifying opportunities to create new value for airport services, shaping and validating value propositions, and contributing to developing business cases to benefit the way people travel and work.

You will support the prioritisation of roadmaps across various airport services and delivery teams, translating service experiences into product design and delivery, ensuring strategic alignment in experience and product design. You will also define and document best practice processes and methodologies for strategic and service design, and collaborate with other designers and the airport services team to advocate for and implement them.

You will coach and mentor designers and collaborate with cross-functional teams to ensure best practices and drive innovation within airports. You will guide stakeholders through service design processes and work with senior leaders to identify and address customer and employee needs, using data to shape strategy and inspire solutions aligned with Qantas’ CX vision.

You’ll have
- 7+ years of extensive experience as a Strategic, Service, CX Designer or a similar design role, with a track record of successfully leading service design projects.
- Tertiary qualifications in Service Design, CX, HCD, User Experience Design, Business, or a related field.
- You will have shipped multiple consumer and/or business products and services, and understand what it takes to create exceptional customer experiences.
- Proficiency in service design methodologies, customer journey mapping, and service blueprinting.
- 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 communication skills to influence and inform business strategy.
- A user and data-focused design mentality and commitment to design excellence.
- Deep knowledge of HCD design methods pertaining to Service Design.
- Strong workshop and facilitation skills to guide cross-functional teams through service design process.
- Proficiency with current day design tools and software including Miro, Figma to support prototyping and simulations.
- Strong synthesis abilities from multiple input points - research, analytics, customer feedback, ideation and strategy.
- Systems thinking mindset.
- Strong visualisation and information design skills to communicate complex service eco systems.
- 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, f

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