Senior Conversation Designer

Job Description

• Opportunity to shape Conversational AI within the Qantas Digital teams
• Flexible ways of working – hybrid model with 3 days onsite
• Full-time permanent positions, based at our Head Office in Mascot

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 Conversation Designer, you will navigate ambiguity and transform complex customer and operational challenges into clear product opportunities, collaborating across teams to create scalable, user-centric solutions that align business objectives with customer needs. You will play a critical role in shaping the future of conversational experiences, ensuring they are coherent, context-aware, and deliver meaningful outcomes for our customers.

You will own the end-to-end conversational AI experience, from discovery, through research, design, implementation and optimisation. You will lead the CxD process, iterating based on user testing and conversational performance analysis, while measuring impact through CES, NPS, and CSAT, as well as working closely with the Design Systems team to ensure CxD patterns are reused and iterated consistently.

Your key responsibilities include:

• Creating end-to-end conversational experiences, including designing, building, deploying, and optimisation of conversational AI solutions
• Creating conversational experiences that incorporate best practices, conversation design patterns, UX research, usability, market research, business requirements and customer data
• Supporting discovery of business requirements and translating requirements and business process into use cases and customer experience requirements
• Developing NLU, LLM prompts, dialogs, flow diagrams, and prototypes to effectively communicate conversational interactions and design approaches
• Ensuring conversations leverage a consistent brand, voice, and tone to inspire customer confidence
• Identifying new intent opportunities to increase bot containment and simplify agent processes in alignment with communication and channel strategies
• Communicating and specifying design concepts, solutions, and recommendations to stakeholders including senior executives
• Understanding and adhere to accessibility standards in all design deliverables.
• Contributing to and overseeing elements of the Design System, such as developing scalable, flexible CxD components, interaction patterns, and conversation design principles.

You’ll have:

• 5+ years of experience as a Conversation Designer or a similar role with a track record of successfully leading conversation design projects in large, complex organisations. 
• We consider diverse backgrounds – for example you may be a UX or Service designer with a knack for language, or a Communications or Marketer with a passion for dialogue systems
• Portfolio of shipped work demonstrating Conversation Design and or Voice User Interface design, and understanding of user-centered design principles
• Tertiary qualification in Design, Human-Centered Design (HCD), or a relevant field. 
• Experience collaborating with developers, solution architects, and the Design System team to implement scalable, user-centric design solutions. 
• Ability to facilitate co-creation workshops, map end-to-end journeys, and influence product direction by addressing systemic service challenges. 
• Familiarity with and experience in modern frameworks and methodologies, including Lean, Design Thinking, Scrum, and Kanban. 
• Strong understanding of Natural Language technologies (NLP, NLU) Generative AI technologies (LLMs) including limitations, capabilities and deployable use cases
• Proficiency with current day design tools and software including Miro, Figma, Miro, UserZoom, Qualtrics, Adobe Creative Suite, Jira, and Confluence. 
• Proficiency with Conversational AI tools; with experience highly regarded in Cognigy AI, Genesys, or Salesforce and conversational analytics and optimisation conversational AI experiences
• Exceptional written and verbal communication skills, including strong stakeholder management skills 
• Leadership in mentoring and upskilling designers, fostering a culture of excellence, critique, and strategic thinking. 
• Ability to navigate ambiguity, identifying and shaping customer and operational challenges into clear, product-driven opportunities. 

Why Qantas?

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.

• We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees.
• We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.
• We’ll support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan.

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.  We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply.  If you have any support or access requirements, we encourage you to advise us at time of application.  Your personal information will be kept confidential in compliance with relevant privacy legislation.

Be a part of something special and play your part in the Qantas story – get in touch today.

Applications close on the 19th of March

Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.