Lead Service Designer

Spearhead the design and optimisation of end-to-end service experience-
- Shape the future of customer-centric design in aviation-
- Permanent role based at our Mascot CampusWe’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.

Join Qantas as a Lead Service Designer, where you'll spearhead the design and optimisation of the customer end-to-end service experience. Working cross-functionally the role is responsible for ensuring human-centered design thinking and strategy is embedded across the Disruption Management Transformation program and that digital and physical products and services are inter-connected across Customer Communications, Servicing, Recovery and internal Communications.

You’ll have -
- 7+ years' experience as a Service Designer or in a similar strategic or UX design role, with a track record of successfully leading service design projects-
- You will have shipped multiple consumer and/or business products 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 product strategy-
- A user and data-focused design mentality and commitment to design excellence.-
- Deep knowledge of HCD design methods pertaining to Service Design and Lean UX-
- Strong workshop and facilitation skills to guide cross-functional teams through service design process-
- Proficiency with current day design tools and software including Miro and Figma to support prototyping and simulation-
- 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 14 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._
- Be a part of something special and play your part in the Qantas story - get in touch today.
- Applications close Sunday 26th November