Experience Design Lead

• Opportunity to lead a high-performing team and travel experiences of the future
• Mentor and empower a team of Experience designers, to innovate and enhance customer and employee experiences 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 Experience Design Lead, you will be an advocate for human-centred design across the organisation to inform the business’ thinking about what’s important to our customers and why. You will recommend and align the most impactful customer and employee pain points, needs and motivations across the end-to-end customer journey, from booking to post-flight interactions, so that they become embedded as strategic priorities for planning.You will lead a transformative shift in user experience across Digital, with a focus on mobile apps, wearables, AR/VR and more. You will possess strong HCD, Design Thinking and User Research skills and be able to combine these with Lean UX and Agile methodologies to enable teams to deliver compelling world-class travel experiences.You will lead and mentor a high-performing Design team and work with senior leaders to identify and define customer and employee problems and opportunities, and bring a pragmatic perspective on how Design can help in shaping product strategy and planning. You will use your leadership skills to promote continuous learning and inspire innovative solutions aligned with Qantas’ CX vision, translating data and insights into actionable recommendations.You will bring strong skills in mobile-first design and possess a keen eye for detail to guide product design evolution from inception through to delivery. You will embrace device nuances and native app strengths and bring a strong understanding of mobile experience. To this end, your experience working with major customer facing or enterprise applications on either iOS or Android platforms is essential.You’ll have –

• 7+ years of extensive experience as an Experience Design leader in a similar hybrid Service or UX/UI design role, with a track record of successfully leading user Experience Design projects.
• Tertiary qualifications in User Experience Design, HCD, Service Design, Business, or a related field.
• You will have shipped multiple consumer and/or business products and understand what it takes to create exceptional experiences.
• Proficiency in Experience Design methodologies, such as customer journey mapping and service blueprinting, wireframing and prototypes.
• 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 Experience 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, Figma to support prototyping and simulations.
• Strong synthesis abilities from multiple input points – research, analytics, customer feedback, ideation and strategy.
• Systems thinking mindset and experience building or contributing to Design Systems.
• Strong visualisation and information design skills to communicate complex service ecosystems.

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 12th of JunePlease note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.