Senior Service Designer

• Challenge yourself and take the next step in your Service Design career
• Be part of a high performing team to improve customer experiences across the customer journey
• Permanent position based at our Head Office in Mascot

Qantas Loyalty is an integral part of the Qantas brand, with a vision to be the most valued and trusted Loyalty ecosystem that makes every day more rewarding. With a focus on rewarding loyalty and fostering lasting relationships, our business is dedicated to providing unparalleled value and benefits to our members. From earning points on flights, shopping and everyday purchases to enjoying exclusive perks and privileges, Qantas Loyalty is committed to delivering exceptional service and rewards. With a rich heritage and a forward-thinking approach, we continue to redefine loyalty in the aviation industry, setting the standard for excellence and innovation.The Senior Service Designer will be responsible for employing a variety of human centred design methods and processes to inform the business’ thinking about what’s important to our customers and why. They will recommend and align on the most impactful customer pain points, needs and motivations across key customer journeys.The Senior Service Designer will play a critical role in shaping and designing an aligned, cohesive and frictionless service experience for our customers, as they interact with a complex ecosystem of digital and non-digital service touch points across loyalty and airline. The Senior Service Designer will also play a key role in mapping and analysing the complex service ecosystem of people, processes and technology that underpin it, and develop a deep understanding of how these can be optimised for the benefit of Qantas customers and employees. This person will collaborate with other Service Designers and researchers, working with cross-functional teams drawn from Qantas Loyalty’s tribes and chapters to enhance and innovate service offerings that elevate the overall Loyalty experience for Qantas customers.What you’ll bring to the role:

• 7+ years’ experience in service design
• Relevant tertiary qualification in business and / or service design
• Extensive 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, 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
• Experience delivering outcomes in a fast-paced and continually changing environment
• Senior stakeholder management skills with the ability to partner with the business and influence mutually positive outcomes
• Strong project delivery and prioritisation skills to balance multiple initiatives & competing requests
• Development of reports, presentations and communications

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 (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options 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.

Applications close on Wednesday, 1st of May.Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. By coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. 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.