Design Lead - Book & Manage

• Lead the design of a seamless, world‑class digital booking and servicing experience for an Australian global brand 
• Leverage your expertise in acquisition and growth to translate strategic priorities into measurable customer and business outcomes 
• Full-time fixed-term position for 12-months, based at our Head Office in Mascot, Sydney 

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 Design Lead for the Airline Consider, Book and Manage experience, you will shape how customers discover, plan and purchase travel, and confidently manage their journey post‑booking from flight changes and ancillaries to pre‑flight readiness. You’ll lead a high-performing design team and partner closely with Product, Technology, Commercial and Operations to deliver seamless, high-converting and customer‑centred digital experiences. You’ll simplify complex airline processes into intuitive journeys that build trust—especially in moments of change or uncertainty. 

What you’ll be doing: 

• Lead end-to-end experience design across acquisition and servicing journeys—from search and booking through to post‑booking management 
• Elevate design craft excellence across interaction design, UX, UI and service flows—ensuring high-quality, consistent and accessible experiences at scale 
• Design for simplicity in complexity, turning airline rules, fares, ancillaries and disruption scenarios into intuitive and transparent interactions 
• Define and uphold design standards, contributing to and evolving design systems, patterns and guidelines across web experiences 
• Drive conversion and self-service outcomes by translating customer insight, behavioural data and experimentation into clear, effective experience strategies 
• Champion evidence-led design, embedding rapid prototyping, usability testing, A/B experimentation and continuous optimisation 
• Partner cross-functionally with Product, Technology, Commercial, Operations and Frontline teams to deliver measurable customer and business outcomes 
• Lead and uplift a team of designers, providing hands-on craft direction, coaching and feedback to strengthen capability and quality 
• Influence priorities and roadmaps, shaping initiatives and business cases with a strong customer, design and commercial lens 

You’ll have: 

• 5–10+ years’ experience in product or experience design, ideally in complex, regulated or operational environments 
• Must have experience in leading designers as direct reports across multiple squads within a given product area or journey 
• Proven track record in shipping products within acquisition and servicing pathways  
• Experience in embedding AI into design workflows to improve efficiency, insight and quality 
• Strong expertise in end-to-end UX and interaction design, from discovery through to high-fidelity execution 
• Ability to balance customer needs, commercial outcomes and operational constraints through thoughtful design decisions 
• Deep understanding of conversion optimisation, behavioural design and digital best practice 
• Expertise in design systems, accessibility (WCAG), responsive design and scalable web patterns 
• Confidence in prototyping and storytelling, bringing ideas to life and influencing stakeholders 
• A passion for detail and quality, ensuring experiences are not only functional, but polished, cohesive and on-brand 
• Demonstrated ability to influence without authority in large organisations 

What you’ll bring: 

• A strong portfolio leading design across complex, end‑to‑end customer journeys 
• Experience shaping moments that matter, especially in high‑pressure or disrupted travel 
• Ability to balance customer needs, commercial outcomes and operational realities 
• A growth mindset, with a focus on continuous improvement and elevating design practice 

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 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: 20th July 2026 

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