Senior Product Designer - AI-Driven Self-Service Experience

Qantasgroup; Adelaide; On-site; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Discounted air travel

Flexible leave options

Salary packaging program

Job summary

Qantas is seeking a Senior Product Designer for our new Product and Innovation Centre in Adelaide. You will craft digital support experiences making it easy for customers to find answers and resolve issues quickly across planning, travel, or post-travel moments.

Based in Adelaide, you’ll design scalable self-service experiences, coordinate with Product, Engineering and Service Design teams, and help hand off to assisted support when needed. Join a team driving customer value and innovation.

Qualifications

• 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 turn customer needs into clear, intuitive experiences.
• Hands-on experience with journey maps, wireframes, prototypes and service concepts.
• Strong systems thinking and understanding of how digital experiences connect with operational processes.

Responsibilities

• Design end-to-end support experiences that help customers navigate help pathways, get the right information, and resolve issues with confidence.
• Turn customer research, behavioural insights and operational challenges into intuitive, practical design solutions.
• Design for self-service first, while ensuring smooth handoffs to assisted support when customers need it.
• Identify opportunities to use AI, automation and conversational tools to improve support at scale.
• Use analytics, experimentation and customer feedback to evaluate and continuously improve experiences.
• Work closely with Product, Engineering, Service Design and Customer Care teams to prioritise and deliver outcomes.
• Champion accessibility, inclusion and customer-centred design across all support journeys.

Skills

Proven design experience

Self-service design

Cross-functional collaboration

Systems thinking

Strong communication

Tools

Figma

Miro

Jira

Confluence

Job description

Qantas is seeking a Senior Product Designer for our new Product and Innovation Centre in Adelaide. You will craft digital support experiences making it easy for customers to find answers and resolve issues quickly across planning, travel, or post-travel moments.

Based in Adelaide, you’ll design scalable self-service experiences, coordinate with Product, Engineering and Service Design teams, and help hand off to assisted support when needed. Join a team driving customer value and innovation.