Principle Service Designer

As the Principle Service Designer, you’ll play a strategic role in shaping and optimising end-to-end experiences within a key journey stage, ensuring they align with the enterprise vision and business goals. Your primary focus will be designing a best-in-class experience for Customer Care, Disruptions and Customer recovery service experience for both customers and our employees.

As a principal individual contributor, you will lead human-centred design initiatives; you’ll identify key customer pain points and opportunities, influencing strategic priorities while improving service delivery across all touchpoints—digital, contact centres, on-airport, and onboard. You will be the ultimate collaborator and work with diverse stakeholders across the business to identify and support the delivery of new ideas and solutions that respond to customer care needs.

You’ll mentor and empower service designers, collaborate with cross-functional teams, and drive innovation to create seamless, intuitive, and accessible experiences for our customers and employees.

You will be responsible for:

• Developing frameworks and approaches to enhance service delivery across all customer interactions.
• Collaborating with key stakeholders across the business, including design peers, digital, marketing, operations, and technology teams to embed service design into strategic decision-making.
• Leveraging mixed methods to uncover user needs, pain points to develop a deeper understanding of the problem space.
• Using visual storytelling to align stakeholders and teams on experiences that drive set of agreed outcomes. Ability to develop insight-led journey maps, service blueprints, and operational ecosystems that provide stakeholders with confidence across the end to solution.
• Optimisation of service improvements that ensure consistency and efficiency across customer touchpoints.
• Developing initiative concepts/prototypes and validate service concepts through research, simulations, and user testing.
• Mentoring and guiding service designers, fostering a culture of curiosity and excellence.
• Data-driven decision making through the use of analytics, customer feedback, and performance metrics to inform design decisions and measure success.
• Advocating inclusive design and accessibility across the end-to-end experience.
• Leading the development of design deliverables, drive the design of viable and sustainable product solutions from discovery through to development and continuous improvement within a Human-Centered Design (HCD) framework.
• Design planning, breakdown design activities that drive customer and business outcomes and work closely with developers to ensure seamless implementation of designs across the Qantas experience.
• Strong synthesis abilities from multiple input points – research, analytics, customer feedback, ideation and strategy.

You’ll have –

• 7+ years of experience as a Service Design Lead or Lead Designer role, with a track record of successfully leading complex enterprise experience design projects.
• Tertiary qualification in Design, HCI, Psychology and/or relevant tertiary qualification
• Strong user research skills to conduct qualitative and quantitative research, gather customer insights, and understand user behaviours, needs, and pain points throughout their journey.
• Strong workshop and facilitation skills to guide cross-functional teams through user-centred design processes
• Ability to develop and lead the service design strategy, aligning it with the organisation’s goals and objectives. This involves identifying opportunities for service improvement and innovation.
• Strong understanding of design principles, usability and accessibility standards, with experience in inclusive design
• Experience solving design problems of significant strategic importance, in large, complex organisations
• Exceptional communication and collaboration skills to influence and inform the service experience strategy
• Experience working with product designers in delivering consistent and intuitive experiences across channel customer and employee channels.
• Inspiring leader to direct and virtual teams, engaging facilitation with proven success and ability to spot flawed logic and coach team to correct errors
• A strong sense of time management, deadlines, and the ability to adapt diverse challenges and competing priorities
• Familiarity with current day design tools such as Figma and high proficiency collaboration tools such as Miro, JIRA and Confluence
• Comfortable working within multidisciplinary teams of product managers, service, visual designers and engineers