Senior Product Designer - AI-Powered Self-Service UX

Qantas Group; Adelaide; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Travel discounts

Flexible leave options

Wellbeing & health programs

Learning and development

Job summary

Qantas Group in Adelaide is seeking a Senior Product Designer to shape the digital support experience from search to AI-powered self-service. You’ll design end-to-end experiences ensuring quick, confident issue resolution for travellers at all stages of their journey.

You’ll collaborate with Product, Engineering, Service Design and Customer Care teams, focusing on accessibility and scalable design systems to deliver high-value customer outcomes.

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 — an understanding of how digital experiences connect with operational processes.
• Experience working with and contributing to design systems and scalable interaction patterns.

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

Self-service design

Systems thinking

Cross-functional collaboration

Stakeholder engagement

User-centered design

Clear communication

Tools

Figma

Miro

Jira

Confluence

Job description

Qantas Group in Adelaide is seeking a Senior Product Designer to shape the digital support experience from search to AI-powered self-service. You’ll design end-to-end experiences ensuring quick, confident issue resolution for travellers at all stages of their journey.

You’ll collaborate with Product, Engineering, Service Design and Customer Care teams, focusing on accessibility and scalable design systems to deliver high-value customer outcomes.