Head of User Experience & Design Operations

• Drive a high-impact, end-to-end experience step-change by unifying our design language into a frictionless journey across a complex digital ecosystem. 

• You will lead Design Centre of Excellence (CoE), strategically orchestrating UX and Design talent across diverse tribes and commercial initiatives to deliver innovation at scale. 

• Full time permanent role based at our Mascot Corporate Campus. 

Qantas Loyalty is an integral part of the Qantas brand, with a vision to be the most valued and trusted Loyalty ecosystem that makes every day more rewarding. With a focus on rewarding loyalty and fostering lasting relationships, our business is dedicated to providing unparalleled value and benefits to our members. From earning points on flights, shopping and everyday purchases to enjoying exclusive perks and privileges, Qantas Loyalty is committed to delivering exceptional service and rewards. With a rich heritage and a forward-thinking approach, we continue to redefine loyalty in the aviation industry, setting the standard for excellence and innovation.  

The Head of User Experience & Design Operations is a pivotal leadership role responsible for defining and executing a design strategy across the Qantas Loyalty ecosystem. Leading a high-performing team, you will oversee all facets of the user journey, UX/UI, and deep-dive user research to deliver seamless, human-centered digital experiences. Central to this role is a close collaboration with the Airline UX and Design teams, ensuring a unified design language and a frictionless end-to-end journey for customers as they move between Loyalty platforms and the core Airline experience. 

Pivotal to this role is the leadership of the Design Centre of Excellence (COE). You will be accountable for the strategic orchestration of UX and Design talent, implementing a robust resource allocation process to ensure top-tier talent is dynamically aligned with the highest-value commercial initiatives and Tribes. By setting an ambitious vision and establishing scalable design systems and workflows, you will foster a culture of excellence that attracts the industry’s best talent and creates experiences that consistently delight our customers.

What you’ll bring to the role: 

• 10+ years of executive leadership experience in product industries, with a proven track record of spearheading consumer engagement and experience strategies.

• Expertise in designing and optimising design operating models within large-scale organizations, including the establishment of scalable design systems, workflows, and cross-functional collaboration frameworks.

• Proven success managing a Design Centre of Excellence (CoE), specifically in the strategic orchestration of UX and Design talent across various tribes and high-value commercial initiatives.

• Advanced experience in dynamic resource allocation, demonstrating the ability to manage a flexible workforce and match specialized talent with complex business demands through robust quarterly cycles.

• Strategic leadership in driving an end-to-end experience step-change, ensuring a unified design language and a frictionless customer journey across complex digital ecosystems.

• Deep technical background in information architecture, interaction design, or UX research, with a history of delivering major product projects from initial design through to successful launch.

• Exceptional communication and influence skills, with the ability to translate complex design concepts into persuasive business cases for executive stakeholders.

Why Qantas?  

If you’re successful in your application, 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 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 up to 18 weeks paid parental leave and additional purchased leave options.   

• 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 for everything from motor vehicles to electronic devices.  

• We’ll support your wellbeing: Whether its learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan.  

Applications close on the 6th of March 

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. By coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. 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.