Senior Product Designer

📍 Job Overview

Job Title: Senior Product Designer

Company: Qantas Group

Location: Adelaide, South Australia, Australia

Job Type: Full-time

Category: Product Design / Customer Experience Operations

Date Posted: 2026-09-15

Experience Level: Mid to Senior Level (5-10 years)

Remote Status: On-site

🚀 Role Summary

• Design and evolve Qantas's digital support experiences, focusing on self-service and AI-powered solutions to enhance customer assistance.

• Drive innovation in customer care by enabling agile teams to deliver adaptive solutions across the product lifecycle.

• Create seamless customer journeys, particularly during critical travel moments, ensuring efficient issue resolution and smooth transitions to assisted support.

• Leverage customer research, data analytics, and operational insights to inform intuitive and practical design decisions.

• Champion accessibility, inclusion, and customer-centric design principles across all digital support touchpoints.

📝 Enhancement Note: This role is positioned within a Product and Innovation Centre, indicating a strong emphasis on forward-thinking design, agile methodologies, and the integration of new technologies like AI and automation within customer support operations. The focus on "Operations" in the Category is derived from the deep integration of design with operational processes, customer care teams, and workflow management, which are core to efficient GTM and customer success functions.

📈 Primary Responsibilities

• Design end-to-end digital support experiences, guiding customers through help pathways, information retrieval, and issue resolution with confidence.

• Translate customer research, behavioral insights, and operational challenges into intuitive and practical design solutions for digital platforms.

• Prioritize self-service design while ensuring seamless handoffs to assisted support teams when customer needs dictate.

• Identify and integrate opportunities for AI, automation, and conversational tools to scale and improve customer support effectiveness.

• Utilize analytics, experimentation, and continuous customer feedback loops to evaluate and iteratively enhance existing support experiences.

• Collaborate closely with Product Managers, Engineering teams, Service Designers, and Customer Care specialists to define priorities and deliver impactful outcomes.

• Advocate for and implement accessibility and inclusion standards across all customer support journeys, ensuring equitable user experiences.

• Contribute to the development and maintenance of design systems, ensuring consistency and scalability of interaction patterns across support touchpoints.

📝 Enhancement Note: The responsibilities highlight a strong focus on process optimization within customer support, moving beyond pure UX to encompass the operational efficiency of issue resolution. This involves designing for self-service, automation, and seamless integration with human support channels, aligning closely with Revenue Operations and Customer Success goals.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio demonstrating equivalent practical experience in product design, interaction design, or a related field is expected.

Experience: Proven experience designing complex digital products or customer-facing platforms at scale, with a significant focus on self-service, digital support, and customer service experiences.

Required Skills:

• Demonstrated expertise in designing end-to-end digital support experiences and customer-facing platforms.

• Strong understanding of self-service design principles, digital support workflows, and customer service best practices.

• Proficient in designing across multiple channels, systems, and customer touchpoints to ensure a cohesive experience.

• Ability to simplify complex problems and translate intricate customer needs into clear, intuitive, and user-friendly designs.

• Hands-on experience creating journey maps, wireframes, prototypes, and service concepts.

• Advanced systems thinking capabilities, understanding the interplay between digital experiences and operational processes.

• Experience working with and contributing to robust design systems and scalable interaction patterns.

• Proficiency in industry-standard design and collaboration tools: Figma, Miro, Jira, and Confluence.

• Strong communication and stakeholder engagement skills, with the ability to articulate design rationale and influence cross-functional teams.

• A customer-obsessed mindset with a passion for evidence-based design and data-driven decision-making. Preferred Skills:

• Experience within customer service, support, CRM, or workflow management environments.

• Curiosity and enthusiasm for AI, conversational interfaces, and emerging support technologies.

• Experience designing for accessibility and inclusion, ensuring equitable experiences for all users.

• Familiarity with Agile methodologies and product lifecycle management.

📝 Enhancement Note: The emphasis on "systems thinking," "operational challenges," and "workflow management environments" strongly suggests that candidates with a background in operations-adjacent design roles or those who can demonstrate a deep understanding of how design impacts operational efficiency and customer support workflows will be highly valued.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 complex digital product design case studies, with a clear emphasis on self-service, customer support, or issue resolution experiences.

• For each case study, clearly articulate the problem statement, your role and contributions, the design process undertaken, key challenges, and the measurable outcomes achieved.

• Demonstrate proficiency in designing for scalability, systems integration, and cross-channel consistency.

• Include examples of how user research, data analytics, and operational insights informed your design decisions.

• Highlight experience with journey mapping, wireframing, prototyping, and service concept design. Process Documentation:

• Provide evidence of how you have documented design processes, including user flows, wireframes, and high-fidelity prototypes.

• Showcase examples of how you have contributed to or utilized design systems and style guides to ensure consistency and efficiency.

• Demonstrate experience in collaborating with engineering teams on design handoffs and the implementation of design specifications, ideally using tools like Jira.

• Include examples of how you have used feedback loops (analytics, A/B testing, user testing) to iterate and improve designs post-launch.

📝 Enhancement Note: For a role focused on digital support and operational integration, the portfolio should strongly emphasize process optimization, efficiency gains, and the practical application of design in solving real-world customer care issues. Case studies demonstrating impact on operational metrics (e.g., reduced support tickets, increased self-service resolution rates) will be highly advantageous.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior Product Designers in Adelaide, Australia, with 5-10 years of experience, and considering the specific requirements of designing complex digital support systems, the estimated annual salary range is AUD $130,000 - $170,000. This range accounts for the specialized nature of the role, its impact on customer operations, and the cost of living in Adelaide.

Benefits:

• Heavily discounted air travel within Australia and internationally for employees, family, and friends.

• Exclusive deals on accommodation and holidays.

• Flexible leave options, including 18 weeks paid parental leave and the option to purchase additional paid leave.

• Access to thousands of rewards through partnerships, including discounts across shopping, food and wine, insurance, health and wellbeing, leisure, and entertainment.

• Salary packaging program, including options for motor vehicles and eligible portable electronic devices.

• Professional membership support.

• Comprehensive wellbeing support, including a wellbeing app and tailored nutrition plans.

• Opportunities for professional development, hands-on training, coaching, and formal learning programs.

Working Hours: Full-time position, typically around 37.5-40 hours per week. While the role is based on-site at the Product and Innovation Centre, Qantas may offer some flexibility regarding work schedules, subject to team and operational needs, aligning with the "agile teams" and "continuous feedback" approach mentioned.

📝 Enhancement Note: The salary estimation is based on research from Australian job boards and salary aggregate sites for Senior Product Designer roles in Adelaide, factoring in the specialized nature of designing for customer support operations and the Qantas Group's reputation as a major employer. The benefits are directly extracted from the job description and are presented to highlight their value to potential candidates.

🎯 Team & Company Context

🏢 Company Culture

Industry: Aviation, Travel & Tourism. Qantas is Australia's national airline and one of the oldest airlines in the world, operating a complex ecosystem of services from flight operations to customer loyalty programs.

Company Size: Large Enterprise (Qantas Group is a major corporation with tens of thousands of employees globally). This scale means significant impact and the opportunity to influence processes used by millions of customers and thousands of employees.

Founded: 1920. Qantas has a long history and a strong brand presence, continuously adapting to market changes and technological advancements.

Team Structure:

• The role is part of the new Product and Innovation Centre in Adelaide, suggesting a dedicated, potentially smaller, and more agile unit focused on specific innovation initiatives.

• This Senior Product Designer will likely be embedded within or work very closely with agile teams comprising Product Managers, Engineers, UX Researchers, Service Designers, and Customer Care specialists.

• Reporting structure is likely to a Lead Product Designer, Head of Product Design, or Head of Product/Innovation, with close collaboration across various business functions, including customer care operations. Methodology:

• Emphasis on agile methodologies and a continuous feedback loop for product development.

• Data-driven decision-making, utilizing analytics, experimentation, and customer insights.

• Customer-centered design approach, prioritizing user needs and seamless experiences.

• Integration of AI and automation to enhance efficiency and scalability in support functions.

• Cross-functional collaboration to ensure alignment between design, technology, and operational processes.

Company Website: https://www.qantas.com/

📝 Enhancement Note: The establishment of a new Product and Innovation Centre in Adelaide signifies a strategic investment in digital transformation and customer experience. This implies a culture that values innovation, agility, and the application of modern design and operational practices to solve complex business challenges within the aviation sector.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Product Designer role, indicating a position of significant responsibility and expertise. It sits above mid-level designers and often involves mentoring junior team members, leading design initiatives, and influencing product strategy. In the context of operations, this means driving significant improvements in customer support efficiency and customer satisfaction through design.

Reporting Structure: The role reports into the Product and Innovation Centre structure, likely to a design leadership role. Collaboration will be extensive with Product Managers, Engineering Leads, Customer Care leadership, and other operational stakeholders, providing broad exposure to different facets of the business.

Operations Impact: The Senior Product Designer will have a direct impact on the efficiency and effectiveness of Qantas's customer support operations. By designing intuitive self-service tools and AI-powered solutions, they will reduce the burden on assisted support channels, improve customer resolution times, and enhance overall customer satisfaction, directly contributing to operational cost savings and revenue protection/growth through positive customer experiences.

Growth Opportunities:

• Specialization: Deepen expertise in designing for AI-powered interfaces, conversational design, and complex support ecosystems within the aviation industry.

• Leadership: Potential to move into Lead Product Designer roles, managing a team of designers, or into Product Management roles with a design focus.

• Cross-functional Exposure: Opportunity to gain in-depth knowledge of various operational areas within Qantas, such as flight operations, customer loyalty, and ground services, by designing support solutions for them.

• Innovation Leadership: Contribute to strategic initiatives within the Product and Innovation Centre, potentially shaping future support technologies and customer experience roadmaps.

📝 Enhancement Note: The "Product and Innovation Centre" context suggests a dynamic environment where growth is tied to innovation and strategic impact. For operations-minded designers, this role offers a unique chance to blend design craft with operational problem-solving in a large, complex organization.

🌐 Work Environment

Office Type: The role is based at Qantas's new Product and Innovation Centre in Adelaide. This suggests a modern, purpose-built facility designed to foster collaboration, creativity, and innovation, likely with open-plan workspaces, dedicated collaboration zones, and access to cutting-edge technology.

Office Location(s): Adelaide, South Australia, Australia. This specific location highlights Qantas's investment in regional talent and innovation hubs.

Workspace Context:

• Collaborative Environment: The centre is designed for cross-functional teams to work together, encouraging direct interaction between designers, product managers, engineers, and operational stakeholders.

• Tools and Technology: Access to industry-standard design software (Figma, Miro, Jira, Confluence) and potentially advanced prototyping or user testing tools. The environment will likely support experimentation with AI and new support technologies.

• Team Interaction: Opportunities for regular design critiques, team syncs, and workshops with colleagues from diverse backgrounds, fostering a rich learning environment.

Work Schedule: Full-time, on-site in Adelaide. While core hours will apply, the agile nature of the Product and Innovation Centre may allow for some flexibility in daily scheduling, provided work is completed and team collaboration is maintained. The focus on "continuous feedback" suggests an environment that values responsiveness and iterative work.

📝 Enhancement Note: The on-site requirement at a new innovation centre implies a dynamic, collaborative, and technology-rich workspace. For operations professionals, this environment is ideal for those who thrive on direct team interaction and hands-on problem-solving.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a brief phone or video call with HR or a recruiter to assess basic qualifications, cultural fit, and interest.

• Portfolio Review & Design Challenge: A more in-depth session where candidates present their portfolio, discussing key case studies. This may be followed by a practical design challenge (e.g., a short exercise to solve a specific design problem related to customer support or a system design task).

• Stakeholder Interviews: Meetings with potential team members, including Product Managers, fellow designers, engineers, and representatives from Customer Care operations. These interviews will assess technical skills, problem-solving abilities, collaboration style, and understanding of operational impact.

• Final Interview: Potentially with a senior leader (e.g., Head of Product, Head of Design) to discuss overall fit, strategic thinking, and long-term career aspirations within Qantas.

Portfolio Review Tips:

• Focus on Impact: For each case study, clearly articulate the problem, your solution, and the quantifiable results achieved. For this role, emphasize improvements in customer satisfaction, efficiency, or self-service adoption.

• Showcase Process: Detail your design process, including user research methodologies, problem-solving approaches, and how you iterated based on feedback or data.

• Highlight Systems Thinking: Demonstrate your ability to understand and design for complex systems, including how digital interfaces interact with backend operations and assisted support.

• Tailor to Qantas: Research Qantas's current digital offerings and customer support challenges. Reference specific examples where your skills could address their needs.

• Accessibility & Inclusion: Ensure your portfolio demonstrates an understanding and application of accessibility standards.

Challenge Preparation:

• Understand the Context: If given a design challenge, ensure you fully grasp the user problem and business objectives. Ask clarifying questions.

• Think Operationally: Consider how your proposed design would integrate with existing Qantas systems and operational workflows.

• Structure Your Approach: Clearly outline your problem-solving steps, from research and ideation to solution design and rationale.

• Communicate Clearly: Practice articulating your design decisions and their expected impact, especially to a mixed audience of designers and non-designers.

📝 Enhancement Note: The emphasis on "operational challenges" and "customer care teams" suggests interviewers will be looking for designers who not only create beautiful interfaces but also understand the practicalities of implementation and the impact on operational efficiency. Candidates should be prepared to discuss how their designs support business goals and streamline processes.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: For UI design, prototyping, and collaboration. Expect to use its advanced features for component creation, auto-layout, and design system management.

• Miro: For collaborative whiteboarding, user journey mapping, brainstorming, and workshop facilitation. Essential for cross-functional ideation.

• Jira: For project management, task tracking, bug reporting, and sprint planning. Close collaboration with engineering teams will require proficiency in navigating Jira boards and understanding ticket workflows.

• Confluence: For documentation, knowledge sharing, and project specifications. Will be used to document design decisions, research findings, and project requirements.

Analytics & Reporting:

• Web Analytics Tools (e.g., Google Analytics, Adobe Analytics): To understand user behavior on digital platforms, track conversion rates, and measure the effectiveness of self-service features.

• Data Visualization Tools (e.g., Tableau, Power BI): While not explicitly mentioned, senior designers often work with data analysts to interpret dashboards and reports that inform design decisions.

• Customer Feedback Platforms: Tools for collecting and analyzing customer feedback (surveys, reviews, NPS scores).

CRM & Automation:

• CRM Systems (e.g., Salesforce, Microsoft Dynamics): Understanding how digital support experiences integrate with CRM data to provide context to customer interactions and personalize support.

• Customer Service Platforms (e.g., Zendesk, ServiceNow): Familiarity with platforms used by customer care teams to manage inquiries, track cases, and facilitate handoffs from digital channels.

• AI/ML Platforms: Experience or understanding of how AI and machine learning are used in chatbots, virtual assistants, and intelligent search functionalities.

📝 Enhancement Note: Proficiency in Figma, Miro, Jira, and Confluence is explicitly required. The role's focus on AI and automation suggests an openness to or requirement for understanding how these technologies are integrated into design solutions, even if direct development isn't involved.

👥 Team Culture & Values

Operations Values:

• Customer Obsession: A deep-seated commitment to understanding and serving customer needs, particularly in stressful travel situations. This translates to designing solutions that are empathetic, efficient, and reliable.

• Data-Driven Decision-Making: Relying on analytics, user research, and operational data to inform design choices and measure success, rather than relying solely on intuition.

• Innovation & Continuous Improvement: A mindset of constantly seeking better ways to solve problems, embrace new technologies (like AI), and iterate on existing solutions to drive efficiency and enhance experience.

• Collaboration & Transparency: Working effectively across diverse teams (design, product, engineering, operations), sharing knowledge, and maintaining open communication channels.

• Efficiency & Scalability: Designing solutions that are not only effective for individual users but also scalable across Qantas's vast customer base and integrated seamlessly into operational processes.

Collaboration Style:

• Cross-functional Integration: A strong emphasis on working hand-in-hand with Product, Engineering, and Customer Care teams to ensure designs are feasible, aligned with business goals, and effectively support operational workflows.

• Process Review and Feedback: An environment that encourages constructive feedback on designs and processes, with regular opportunities for design critiques and team retrospectives.

• Knowledge Sharing: A culture that values sharing learnings from research, design experiments, and operational insights across teams to foster collective growth and best practices.

📝 Enhancement Note: The integration of "operational challenges" and "customer care teams" into the core responsibilities and values suggests that Qantas is building a design culture that is deeply connected to the business's operational realities. Candidates should demonstrate an understanding of how design contributes to operational efficiency and customer support effectiveness.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Self-Service vs. Assisted Support: Designing seamless handoffs and clear pathways that empower users to self-serve while ensuring those who need human assistance receive it efficiently and without frustration.

• Integrating AI and Automation: Effectively incorporating AI-powered tools and conversational interfaces into existing support journeys to enhance user experience and operational efficiency, while managing user expectations and potential complexities.

• Designing for High-Stress Scenarios: Creating intuitive and calming digital experiences for customers who may be experiencing travel disruptions or stressful situations, requiring a high degree of empathy and clarity in design.

• Cross-Functional Alignment: Navigating the complexities of a large organization like Qantas, ensuring alignment between design vision, engineering capabilities, and the operational realities of customer care teams.

Learning & Development Opportunities:

• Operations Process Immersion: Gaining deep insights into the operational workflows and challenges of a major airline, directly informing design strategies.

• Emerging Technologies: Hands-on experience with cutting-edge AI and conversational interface technologies within a real-world, large-scale application.

• Leadership and Mentorship: Opportunities to mentor junior designers and contribute to the strategic direction of the Product and Innovation Centre.

• Industry Expertise: Developing specialized knowledge in designing for the aviation and travel industry's unique customer support needs.

📝 Enhancement Note: The challenges highlight the strategic importance of this role in bridging the gap between user experience and operational efficiency. This is a prime opportunity for designers looking to make a tangible impact on business operations through their design craft.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed a complex digital support or self-service experience. What was the problem, your approach, and the outcome?" (Focus on quantifiable results and operational impact).

• "How do you approach designing for users in high-stress situations, such as travel disruptions?" (Emphasize empathy, clarity, and ease of use).

• "How would you balance the need for self-service with the requirement for seamless handoffs to assisted support agents?" (Discuss user flows, escalation points, and information architecture).

• "What are your thoughts on integrating AI into customer support journeys? What are the key design considerations?" (Show awareness of AI's potential and pitfalls). Company & Culture Questions:

• "What excites you about designing for Qantas and the aviation industry?" (Research Qantas's current initiatives and challenges).

• "How do you ensure your designs are accessible and inclusive for all users?" (Be prepared to discuss specific strategies and standards).

• "Describe your experience working within an agile environment and collaborating with product and engineering teams." (Highlight communication and teamwork skills). Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your role, your process, your solution, and the measurable impact.

• Quantify Success: Whenever possible, use data and metrics to demonstrate the effectiveness of your designs (e.g., increased conversion, reduced support tickets, improved NPS).

• Showcase Systems Thinking: Explain how your designs integrate with broader systems and operational processes.

• Be Prepared for Deep Dives: Anticipate detailed questions about your design decisions, trade-offs, and user research methodologies.

• Demonstrate Collaboration: Explain how you worked with stakeholders, including operational teams, to achieve your design goals.

📝 Enhancement Note: Interviewers will likely probe for a strong understanding of how design directly impacts operational efficiency and customer support outcomes. Be ready to discuss the "why" behind your design choices and their business implications.

📌 Application Steps

To apply for this Senior Product Designer position:

• Submit your application through the Qantas Group careers portal via the provided link.

• Tailor your Resume: Highlight experience in digital support, self-service design, AI integration, and systems thinking. Use keywords from the job description, such as "customer support experiences," "self-service first," "AI-powered tools," and "systems thinking."

• Curate Your Portfolio: Select case studies that best demonstrate your experience with complex digital products, customer support challenges, and operational integration. Ensure each case study clearly outlines the problem, your solution, process, and measurable outcomes.

• Prepare for the Interview: Research Qantas's current digital strategy and customer support initiatives. Practice articulating your design process, problem-solving approach, and the impact of your work, especially in relation to operational efficiency and customer satisfaction.

• Understand the Role: Familiarize yourself with the Qantas Product and Innovation Centre's mission and the specific focus on digital support experiences and AI integration.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.