Jetstar Airways21 followers61 jobs

Senior Service Designer

SeniorFull-timeOfficeSydney NSW, AustraliaPosted 1 month agoVerified 1 month ago
Pending fitX of Y criteria met

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

🚀

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

✈️

6–8+ years of service design experience

Proven background in designing customer care and recovery journeys.

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🔍

Strong understanding of systems thinking

Ability to navigate large-scale service ecosystems effectively.

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🤝

Experience with contact centres

Desirable experience working alongside frontline teams.

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Meet the team

Think you're a good fit?See what the hiring team are looking for

About the company

View your fit

5 criteria for this job
6–8+ years of service design experience
Proven background in designing customer care and recovery journeys.

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Strong understanding of systems thinking
Ability to navigate large-scale service ecosystems effectively.

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Experience with contact centres
Desirable experience working alongside frontline teams.

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Data-driven approach
Experience combining qualitative and quantitative research for insights.

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Influencing without authority
Demonstrated ability to impact decisions in large organisations.

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