Senior Service Designer

• Apply human‑centred service design to complex Airline servicing and recovery journeys, restoring trust in moments of disruption while balancing real‑world operational and regulatory constraints
• Collaborate with Customer Care, Operations, Digital, Technology and frontline teams to turn customer insights into practical, scalable service improvements
• Full-time permanent position based at our Head Office in Mascot, Sydney

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 a Senior Service Designer, you will champion human‑centred design across the organisation, driving meaningful improvements in customer care and recovery experiences. You will translate insights into seamless end‑to‑end services across digital and non‑digital touchpoints by mapping and analysing the service ecosystem of people, process and technology. Working closely with cross‑functional teams, you will identify opportunities to create new value for contact centres and recovery services, shape and validate value propositions, and contribute to business cases that improve how people travel and work.

Responsibilities include:

• Lead end‑to‑end service design across Customer Care and Recovery journeys including disruption management, complaints, refunds, direct servicing and post‑flight recovery
• Design services that work seamlessly across digital, contact centres, airport teams, partners and backend operations
• Translate complex operational constraints into clear, intuitive and human centred customer experiences
• Partner closely with Customer Care, Operations, Digital, Product, Technology, Legal and frontline teams to co‑create solutions
• Apply a customer‑insight and data‑driven approach, combining qualitative research, quantitative analysis, journey analytics and operational evidence to identify pain points, uncover unmet needs, prioritise opportunities and measure impact.
• Develop and use service design artefacts such as journey maps, service blueprints, ecosystem views and experience principles to align teams and guide delivery
• Influence priorities by clearly articulating customer value, operational impact and key trade‑offs to senior and cross‑functional stakeholders
• Support experimentation, pilots and iterative delivery with product and delivery teams
• Champion consistent recovery principles and standards across the airline
• Coach and uplift service design capability across squads and stakeholders

You’ll have:

• 6–8+ years’ of experience in service design or experience design, ideally in complex, regulated or operational environments
• Proven experience designing customer care, servicing or recovery journeys (e.g. complaints, call centres, disruptions, health, travel, utilities or financial services)
• Strong understanding of systems thinking and large‑scale service ecosystems
• Experience working with contact centres and frontline teams is highly desirable
• Demonstrated ability to influence without authority in large organisations

What you’ll bring:

• A portfolio demonstrating service design leadership across complex journeys
• Evidence of designing for emotionally charged or high‑stakes customer experiences
• A balance of empathy, commercial awareness and operational understanding
• A mindset of continuous improvement and learning