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 / UX Design

Date Posted: 2026-06-26T02:25:44.685

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

Remote Status: On-site

🚀 Role Summary

• Lead the design of digital support experiences for millions of Qantas customers, focusing on self-service and AI-powered solutions.

• Drive innovation in customer care by creating seamless, intuitive interfaces that empower customers to resolve issues quickly and confidently.

• Collaborate with agile teams to deliver adaptive solutions, prioritizing customer value and continuous improvement throughout the product lifecycle.

• Champion accessibility, inclusion, and customer-centered design principles across all digital support journeys within the aviation industry.

📝 Enhancement Note: This role is critical for Qantas's digital transformation efforts, specifically in enhancing customer support through innovative design. The emphasis on self-service and AI indicates a strategic move towards efficiency and improved customer satisfaction in a high-stress industry like aviation.

📈 Primary Responsibilities

• Design end-to-end 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.

• Prioritize self-service design while ensuring seamless handoffs to assisted support channels when necessary.

• Identify and leverage opportunities for AI, automation, and conversational tools to scale and enhance customer support.

• Utilize analytics, experimentation, and customer feedback to continuously evaluate and iterate on existing and new experiences.

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

• Advocate for and implement accessibility, inclusion, and customer-centered design methodologies across all support journeys.

• Contribute to the development and maintenance of design systems and scalable interaction patterns.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design thinking and hands-on execution, with a strong emphasis on data-driven decision-making and cross-functional collaboration. The need to design for both self-service and assisted support indicates a nuanced understanding of customer needs in a complex travel environment.

🎓 Skills & Qualifications

Education: While no specific degree is listed, a strong portfolio demonstrating equivalent practical experience and a deep understanding of design principles is expected.

Experience: A minimum of 5-10 years of proven experience in designing complex digital products or customer-facing platforms at scale is required.

Required Skills:

• Proven experience designing complex digital products or customer-facing platforms at scale.

• Strong understanding of self-service, digital support, and customer service experiences.

• Experience designing across multiple channels, systems, and touchpoints.

• Ability to simplify complex problems and translate customer needs into clear, intuitive experiences.

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

• Strong systems thinking – understanding how digital experiences connect with operational processes.

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

• Proficiency in Figma, Miro, Jira, and Confluence.

• Strong communication and stakeholder engagement skills.

• Customer-obsessed mindset with a passion for evidence-based design.

• Dedication to championing accessibility and inclusion. Preferred Skills:

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

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

📝 Enhancement Note: The emphasis on "systems thinking" and the connection between digital experiences and operational processes is crucial for operations-minded candidates. Proficiency in specific tools like Figma, Miro, Jira, and Confluence is non-negotiable and should be highlighted in resumes and portfolios.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase end-to-end design processes for complex digital products, particularly those involving customer support or self-service.

• Demonstrate the ability to translate customer research, behavioral insights, and operational challenges into tangible design solutions.

• Include examples of journey maps, wireframes, prototypes, and service concepts that illustrate problem-solving skills.

• Highlight experience with design systems and how they were applied to ensure scalability and consistency.

• Present case studies that clearly articulate the problem, your role, the design process, key decisions, and measurable outcomes. Process Documentation:

• Provide detailed documentation of your design process, emphasizing how you approach problem definition, user research, ideation, prototyping, testing, and iteration.

• Illustrate how you integrate customer feedback and analytics into your design workflow for continuous improvement.

• Detail your experience in collaborating with cross-functional teams (Product, Engineering, Customer Care) to ensure successful implementation and alignment.

📝 Enhancement Note: For a Senior Product Designer role, the portfolio is paramount. It should not just showcase final designs but the process behind them, demonstrating strategic thinking, problem-solving capabilities, and the ability to drive impact through design. Quantifiable results and a clear articulation of how design contributed to business objectives are key.

💵 Compensation & Benefits

Salary Range: While not explicitly stated, for a Senior Product Designer role in Adelaide, Australia, with 5-10 years of experience in a major corporation like Qantas, the estimated annual salary range is AUD $120,000 - $160,000. This range can vary based on the candidate's specific experience, skill set, and performance during the interview process.

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 of paid parental leave.

• Option to purchase additional paid leave for eligible employees.

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

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

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

Working Hours: Full-time, typically 40 hours per week, with potential for flexibility as outlined by Qantas's policies.

📝 Enhancement Note: The salary estimate is based on typical market rates for senior design roles in Australia, considering the industry (aviation) and the company's scale. The benefits package is extensive and a significant draw for candidates, particularly the travel discounts and flexible work arrangements.

🎯 Team & Company Context

🏢 Company Culture

Industry: Aviation and Travel. Qantas is Australia's largest airline and a globally recognized brand, operating in a highly competitive and regulated industry where customer experience is paramount.

Company Size: Large enterprise (Qantas Group is a major global airline). This implies established processes, significant resources, and opportunities for large-scale impact.

Founded: 1920. Qantas has a long and rich history, suggesting a stable, established organization with a deep understanding of its market and customer base.

Team Structure:

• The role is based at Qantas's new Product and Innovation Centre in Adelaide, suggesting a dedicated hub for design and development.

• The Senior Product Designer will work within agile teams focused on digital support experiences.

• Collaboration is expected with Product Managers, Engineers, Service Designers, and Customer Care teams, indicating a cross-functional and integrated approach to product development. Methodology:

• Emphasis on agile methodologies for faster, more adaptive solutions.

• Prioritization of customer value, continuous feedback, and innovation.

• Use of evidence-based design, analytics, and experimentation to inform decisions.

• Focus on designing for self-service first, with seamless transitions to assisted support.

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

📝 Enhancement Note: Working within a large, established company like Qantas offers stability and the chance to influence experiences used by millions. The new Product and Innovation Centre in Adelaide suggests a forward-looking approach and investment in digital capabilities. The culture likely balances a strong heritage with a drive for modern innovation.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Product Designer role, indicating a level of expertise and autonomy. The "Senior" title suggests leadership potential within design projects, mentoring junior designers, and influencing design strategy.

Reporting Structure: Likely reports to a Design Lead or Head of Product Design within the Product and Innovation Centre. Close collaboration with Product Managers and Engineering leads is expected.

Operations Impact: The role directly impacts customer satisfaction and operational efficiency by streamlining support processes. Well-designed self-service tools can significantly reduce call center volume and associated costs, while positive customer experiences build loyalty.

Growth Opportunities:

• Operations Skill Advancement: Deepen expertise in designing for complex service ecosystems, AI-driven support, and large-scale digital platforms within the aviation context.

• Leadership Development: Opportunity to mentor junior designers, lead design initiatives, and contribute to the evolution of Qantas's design strategy and methodologies.

• Cross-Functional Exposure: Gain in-depth understanding of customer care operations, product management, and engineering processes, fostering a holistic view of product development.

• Industry Expertise: Become a specialist in digital customer support within the aviation industry, a niche with unique challenges and opportunities.

📝 Enhancement Note: For a senior role, growth is often about strategic influence and leadership. Candidates should look for opportunities to shape processes, mentor others, and contribute to broader company objectives, not just individual project delivery.

🌐 Work Environment

Office Type: The role is based at Qantas's new Product and Innovation Centre in Adelaide. This suggests a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): Adelaide, South Australia, Australia. Specific details about the centre's amenities and accessibility would be beneficial.

Workspace Context:

• Collaborative Environment: The "Product and Innovation Centre" likely emphasizes cross-functional teamwork, encouraging interaction between designers, product managers, engineers, and customer care specialists.

• Tools and Technology: Access to industry-standard design tools (Figma, Miro) and project management software (Jira, Confluence) is expected.

• Team Interaction: Opportunities to engage with a close-knit team tackling complex customer care challenges, providing a supportive and dynamic work atmosphere.

Work Schedule: Full-time, on-site. While the core hours are likely standard, Qantas's benefits mention flexible leave options, suggesting a degree of flexibility may be available within operational needs.

📝 Enhancement Note: The on-site requirement in a dedicated innovation center implies a hands-on, collaborative culture. Candidates should be prepared for an environment that values in-person interaction and team synergy, crucial for complex problem-solving in design.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely involves a review of the resume and portfolio to assess relevant experience and skills.

• Design Challenge/Case Study: Candidates may be asked to complete a design exercise or present a detailed case study from their portfolio, focusing on problem-solving, design process, and rationale. This will likely involve designing a solution for a customer support scenario.

• Team/Stakeholder Interviews: Interviews with hiring managers, design peers, Product Managers, and potentially representatives from Customer Care to assess technical skills, collaboration style, and cultural fit.

• Final Interview: May involve senior leadership to discuss strategic alignment and overall fit.

Portfolio Review Tips:

• Highlight Process: Clearly articulate your design process for each project, emphasizing research, ideation, prototyping, testing, and iteration.

• Quantify Impact: Where possible, use metrics to demonstrate the impact of your designs on customer satisfaction, efficiency, or business goals.

• Focus on Support/Self-Service: Showcase projects directly related to customer support, self-service, or complex problem resolution.

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

• Showcase Tool Proficiency: Clearly indicate your proficiency with Figma, Miro, Jira, and Confluence within your projects.

• Tailor to Qantas: Consider how your experience and approach align with Qantas's brand, customer base, and the specific challenges of the aviation industry.

Challenge Preparation:

• Understand Qantas's Customer Journey: Research Qantas's current digital offerings and common customer pain points in travel and support.

• Practice Problem Decomposition: Be prepared to break down complex customer support issues into manageable design challenges.

• Articulate Design Rationale: Clearly explain why you made specific design decisions, referencing user research, business goals, and design principles.

• Prepare for AI/Automation Discussions: Think about how AI and automation can enhance customer support experiences, as this is a key focus for the role.

📝 Enhancement Note: The interview process will heavily scrutinize the candidate's portfolio and their ability to articulate their design thinking. Preparing specific examples that align with Qantas's business and the role's focus on support and AI will be crucial.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Essential for UI design, prototyping, and collaboration. Expect to demonstrate advanced proficiency.

• Miro: Crucial for collaborative whiteboarding, journey mapping, brainstorming, and ideation sessions.

• Jira: Used for project tracking, task management, and workflow management within agile development cycles.

• Confluence: For documentation, knowledge sharing, and project planning.

Analytics & Reporting:

• While not explicitly listed, familiarity with analytics platforms (e.g., Google Analytics, Adobe Analytics) and A/B testing tools is highly beneficial for evaluating design impact.

• Experience interpreting data to inform design decisions is a strong plus. CRM & Automation:

• CRM (Customer Relationship Management): Experience with CRM systems (e.g., Salesforce) is highly regarded, as it relates to understanding customer data and support workflows.

• Automation Tools: Familiarity with concepts and potential applications of automation in customer support workflows.

📝 Enhancement Note: Proficiency in Figma, Miro, Jira, and Confluence is a hard requirement. Candidates should be ready to discuss how they use these tools to facilitate their design process and collaborate effectively. Awareness of how design integrates with CRM and automation systems will be advantageous.

👥 Team Culture & Values

Operations Values:

• Customer Obsession: A deep commitment to understanding and serving customer needs, especially during critical travel moments.

• Data-Driven Design: Utilizing analytics, experimentation, and customer feedback to inform and validate design decisions.

• Collaboration & Teamwork: Working effectively within cross-functional agile teams, fostering open communication and shared ownership.

• Innovation & Continuous Improvement: A drive to explore new technologies (like AI) and continuously refine experiences for better outcomes.

• Simplicity & Clarity: Designing intuitive solutions that simplify complex problems for users.

• Accessibility & Inclusion: Ensuring that digital experiences are usable and beneficial for all customers.

Collaboration Style:

• Cross-Functional Integration: Actively partnering with Product, Engineering, Customer Care, and Service Design to ensure holistic solutions.

• Evidence-Based Discussions: Using data and research to support design recommendations and facilitate decision-making.

• Iterative Feedback Loops: Embracing a culture of continuous feedback and iteration, both internally and from customer insights.

• Championing Design: Articulating the value of design and advocating for user-centered approaches across the organization.

📝 Enhancement Note: Qantas likely values a culture that balances its established reputation with a forward-thinking, innovative approach. The emphasis on customer obsession and data-driven decisions aligns well with core operations principles.

⚡ Challenges & Growth Opportunities

Challenges:

• Designing for High-Stakes Environments: Creating user-friendly support experiences for customers often in stressful travel situations.

• Balancing Self-Service with Assisted Support: Ensuring a seamless transition for users who need human intervention, avoiding frustration.

• Integrating AI and Emerging Technologies: Effectively incorporating AI and conversational interfaces into existing support structures to enhance, not complicate, the user experience.

• Scaling Solutions: Designing for a global customer base with diverse needs and technological access.

• Navigating Large Organization Dynamics: Collaborating effectively across multiple departments and potentially global teams within a large enterprise.

Learning & Development Opportunities:

• Specialization in Aviation UX: Developing deep expertise in the unique user needs and operational complexities of the travel and aviation industry.

• AI & Conversational Design: Gaining hands-on experience and leadership in designing next-generation AI-powered support tools.

• Product Strategy Influence: Contributing to the strategic direction of Qantas's digital support offerings.

• Mentorship and Leadership: Opportunities to mentor junior designers and potentially lead design initiatives.

• Access to Industry Events & Training: Leveraging Qantas's resources for professional development in design and emerging technologies.

📝 Enhancement Note: This role presents a unique opportunity to tackle complex, real-world problems in a critical industry. The challenges are significant but offer substantial growth potential for a designer eager to make a tangible impact.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed a complex digital support or self-service experience. What were the key challenges, and how did you overcome them?" (Focus on process, user-centricity, and outcomes).

• "How would you approach designing a seamless handoff from a self-service AI chatbot to a live customer service agent for a flight disruption scenario?" (Assess understanding of user journeys and system integration).

• "Imagine Qantas wants to leverage AI to proactively help customers during travel disruptions. What are some initial design considerations and potential solutions you would explore?" (Test innovative thinking and AI application).

• "How do you ensure your designs are accessible and inclusive for all users, especially in a global context like Qantas?" (Evaluate commitment to ethical design principles). Company & Culture Questions:

• "What excites you about designing for the aviation industry and specifically for Qantas?" (Assess genuine interest and alignment with the company's mission).

• "How do you collaborate with product managers and engineers to bring your designs to life, especially when working on complex systems?" (Understand teamwork and communication skills).

• "Describe a situation where you had to influence stakeholders to adopt your design recommendations. What was your approach?" (Assess stakeholder management and advocacy skills). Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly outline the problem, your role, the process, key decisions, and the impact. Use a story-telling approach.

• Focus on "Why": Explain the rationale behind your design choices, referencing user research, data, and design principles.

• Demo Key Interactions: If possible, provide interactive prototypes or clear walkthroughs of critical user flows.

• Showcase Tool Usage: Briefly mention how you utilized Figma, Miro, Jira, and Confluence in your process.

• Highlight Results: Quantify the impact of your designs whenever possible (e.g., improved conversion rates, reduced support queries, increased user satisfaction).

• Tailor to Qantas: Frame your most relevant projects (support, self-service, complex systems) as examples of how you can solve Qantas's specific challenges.

📝 Enhancement Note: Candidates should prepare to walk through their portfolio in detail, demonstrating not just the "what" but the "how" and "why" of their design decisions. Being able to articulate strategic thinking and impact is key for a senior role.

📌 Application Steps

To apply for this Senior Product Designer position:

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

• Customize Your Resume: Tailor your resume to highlight experience in digital support, self-service design, AI-driven solutions, and proficiency with Figma, Miro, Jira, and Confluence. Emphasize your years of experience and any leadership or mentoring roles.

• Curate Your Portfolio: Select 2-3 of your strongest projects that best showcase your skills in designing complex digital products, particularly those involving customer support, self-service, or system integration. Ensure clear documentation of your process and quantifiable results.

• Prepare Your Presentation: Practice presenting your portfolio case studies, focusing on articulating your design process, strategic decisions, and the impact of your work. Be ready to discuss your experience with AI and accessibility.

• Research Qantas: Familiarize yourself with Qantas's brand, customer base, digital presence, and the current challenges in the aviation industry. Understand their commitment to innovation and customer experience.

⚠️ 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.