Your key responsibilities include:

• Championing the customer – Ensuring research, insights, and user needs inform design solutions.
• User research & validation – Conducting in-person, remote, and survey-based research to validate customer needs.
• Facilitating workshops – Leading ideation, strategy, and design jams to drive innovative solutions.
• Prototyping & iteration – Creating and refining interactive prototypes based on stakeholder and user feedback.
• Collaboration – Working closely with the Qantas Design System team, UI designers, and product managers to develop user-centric designs.
• UI & design system alignment – Producing high-fidelity wireframes and build-ready UI components aligned with established design systems.
• Contributing to and overseeing elements of the Design System, such as developing scalable, flexible conversational components, interaction patterns, and conversation design principles.

You’ll have:

• 3–5+ years of experience in Product Design, UX, UI, or CX, with a track record of solving design problems in complex environments.
• Experience designing for web, mobile apps, and other digital interfaces, with experience in chat, messaging or voice UI highly regarded.
• Understanding of conversational AI and generative AI experiences, including human-AI interaction patterns and conversational frameworks.
• Strong ability to navigate ambiguity, translating customer and operational challenges into clear design opportunities.
• Proficiency in wireframing, user flows, personas/archetypes, user stories, and usability testing to inform design decisions.
• Understanding of usability and accessibility best practices, including WCAG 2.0 AA compliance.
• Familiarity with design methodologies such as Lean UX, Design Thinking, and Agile (Scrum, Kanban).
• Experience collaborating with developers, solution architects, and the Design System team to bring designs to life.
• Ability to contribute to co-creation workshops, journey mapping, and service design thinking.
• Proficiency in industry-standard tools such as Figma, MIRO, Adobe Creative Suite, JIRA, and Confluence.
• Passion for data-driven design, using metrics like CES, NPS, and CSAT to iterate and improve experiences.
• Enthusiasm for continuous learning, staying up to date with digital trends and best practices.