Senior Service Designer

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