Senior Service Designer

Job description

Job Description: We’ve always been pioneers, and we’re proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today. Our corporate functions include Corporate Affairs, Public Company, Legal, Finance, Treasury, Industrial Relations, IT, Sustainability, People and Customer, supporting the CEO in making Qantas a market leading, global organisation. As a Senior Service Designer , you will champion human‑centred design across the organisation, driving meaningful improvements in customer care and recovery experiences. You will translate insights into seamless end‑to‑end services across digital and non‑digital touchpoints by mapping and analysing the service ecosystem of people, process and technology. Working closely with cross‑functional teams, you will identify opportunities to create new value for contact centres and recovery services, shape and validate value propositions, and contribute to business cases that improve how people travel and work. - Apply human‑centred service design to complex Airline servicing and recovery journeys, restoring trust in moments of disru...