Senior Service Designer
About the job
This job is about being a Senior Service Designer at Qantas, where you will champion human-centered design to enhance customer care and recovery experiences. Your work will have a meaningful impact on how customers interact with the airline, ensuring their journeys are smooth and enjoyable. The team values collaboration and creativity, fostering an environment where everyone can contribute to innovative solutions.
You'll be responsible for
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Leading service design
Lead end-to-end service design across Customer Care and Recovery journeys, including disruption management and complaints.🌐
Designing seamless services
Design services that work seamlessly across digital, contact centres, and backend operations.🔍
Translating operational constraints
Translate complex operational constraints into clear, intuitive customer experiences.Key criteria
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6–8+ years of service design experience
Proven background in designing customer care and recovery journeys.View
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Strong understanding of systems thinking
Ability to navigate large-scale service ecosystems effectively.View
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Experience with contact centres
Desirable experience working alongside frontline teams.View
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