Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy
Jobs / Job page
Senior Conversation Designer image - Rise Careers
Job details

Senior Conversation Designer

Job Description

  • Opportunity to shape Conversational AI within the Qantas Digital teams
  • Flexible ways of working – hybrid model with 2 days onsite
  • Full-time permanent positions, 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 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 27th of April

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

Average salary estimate

$115000 / YEARLY (est.)
min
max
$100000K
$130000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Senior Conversation Designer, Qantas Group

Join Qantas as a Senior Conversation Designer in vibrant Sydney, Australia, where you have the exciting opportunity to shape the future of Conversational AI! Imagine collaborating with cross-functional teams to turn complex operational challenges into user-friendly, scalable solutions that perfectly align with both business objectives and customer needs. In this full-time, permanent role, you'll be navigating the ever-evolving landscape of conversational experiences, ensuring they are intuitive, context-aware, and designed to deliver meaningful interactions. With a strong focus on the complete conversational AI experience, from discovery through design to implementation and optimization, you will lead initiatives that focus on improving customer satisfaction through metrics like CES, NPS, and CSAT. Your expertise in conversation design will shine as you develop engaging end-to-end experiences and foster a culture of excellence, mentorship, and strategic thinking among design teams. With flexible working options and a strong emphasis on personal growth and development, Qantas not only supports your career journey but also offers exciting employee benefits, including discounted global travel for you and your loved ones. If you're ready to bring your passion for dialogue systems and user-centered design to a company that values creativity and innovation, then Qantas is the place for you!

Frequently Asked Questions (FAQs) for Senior Conversation Designer Role at Qantas Group
What are the key responsibilities of a Senior Conversation Designer at Qantas?

As a Senior Conversation Designer at Qantas, you will be responsible for creating end-to-end conversational experiences, ensuring they are user-centric and aligned with business goals. You'll collaborate with teams to design, build, and optimize conversational AI solutions, while also handling NLU and dialog development. Furthermore, your role will involve discovering business requirements, mapping customer experiences, and iterating designs based on user feedback and performance analysis.

Join Rise to see the full answer
What qualifications are required for the Senior Conversation Designer position at Qantas?

To qualify for the Senior Conversation Designer role at Qantas, candidates should have at least 5 years of experience in conversation design or a related field, preferably in large organizations. A tertiary qualification in Design, Human-Centered Design, or a relevant discipline is also essential. Additionally, familiarity with conversational AI technologies, strong UX principles, and design tools like Figma and Miro will give applicants a competitive edge.

Join Rise to see the full answer
How does Qantas support the professional development of Senior Conversation Designers?

Qantas prioritizes the development of its employees, offering comprehensive onboarding, ongoing training, and coaching from day one. The company encourages growth through various opportunities and a commitment to maintaining high standards, ensuring that as a Senior Conversation Designer, you can continually enhance your skills and career potential within the organization.

Join Rise to see the full answer
What kind of collaborative efforts can a Senior Conversation Designer expect at Qantas?

In the Senior Conversation Designer role at Qantas, collaboration is key. You'll work closely with developers, solution architects, and the Design System team to implement user-centric designs effectively. You'll facilitate co-creation workshops and engage stakeholders, including senior executives, to translate complex customer needs into clear design solutions, ensuring a strong emphasis on customer satisfaction throughout your initiatives.

Join Rise to see the full answer
What are the benefits of working as a Senior Conversation Designer at Qantas?

Working as a Senior Conversation Designer at Qantas comes with fantastic benefits, including heavily discounted air travel, flexible leave options, and access to numerous employee rewards. You’ll also receive strong support for your wellbeing through programs focused on mental health and personalized nutrition plans, coupled with salary packaging options that enhance your overall work-life balance.

Join Rise to see the full answer
Common Interview Questions for Senior Conversation Designer
Can you describe your experience with conversation design and how it applies to this role?

When discussing your experience with conversation design, aim to highlight specific projects where you successfully led conversation design initiatives, detailing your approach in terms of user research, design patterns, and stakeholder engagement. Mention any results or metrics that illustrate the impact of your work and remind the interviewer how this experience directly relates to the expectations at Qantas.

Join Rise to see the full answer
What methodologies do you use in your design process?

In answering this question, demonstrate familiarity with modern methodologies such as Agile, Design Thinking, and Lean. Describe how you've applied these approaches in previous projects to optimize conversational AI experiences, engage users, and ensure iterative improvements over time, emphasizing how you believe these methodologies can add value to the design team at Qantas.

Join Rise to see the full answer
How do you measure the success of a conversational AI project?

Success in conversational AI projects can be measured using various metrics like Customer Effort Score (CES), Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT). Discuss your experience in defining these metrics at the outset of a project and revising design strategies based on real user feedback, underlining how these practices improve the overall user experience.

Join Rise to see the full answer
What challenges have you faced in conversation design, and how did you overcome them?

Reflect on specific challenges you've faced in the past, such as high user drop-off rates or difficulty in achieving clear communication goals. Outline the steps you took to address these challenges, such as conducting user research or redesigning conversations based on feedback, and highlight what you learned from the experience and how that contributed to your growth as a designer.

Join Rise to see the full answer
Describe a project where you collaborated with cross-functional teams.

Share a detailed example of a project where you worked alongside developers, marketing, or product management teams. Discuss the goals of the project, your role in facilitating communication and collaboration, and any specific tools or processes you used to ensure alignment among all parties. Emphasize how those interactions led to a successful outcome for both the team and the final product.

Join Rise to see the full answer
What tools and technologies are you proficient in that relate to conversation design?

Be specific about the tools you have experience with, such as Figma, Miro, or conversation analytics platforms like Cognigy AI. Provide insights into how you have used these tools effectively in your projects, discussing any advanced skills you possess that would make you a strong asset to the Qantas design team.

Join Rise to see the full answer
How do you ensure that your designs align with brand voice and tone?

To ensure alignment with brand voice and tone, emphasize your process of researching brand guidelines and applying them to conversation designs. Discuss how you balance brand consistency with user-centric design, providing real-life examples of how you adapted voice and style in past projects to strengthen brand engagement while still meeting user needs.

Join Rise to see the full answer
Can you give an example of how you improved a particular conversation flow?

Select a specific project to describe how you identified a conversation flow that required enhancement. Detail the research you conducted, any insights gained from user testing, and the steps you took to redesign the flow. Highlight the positive impact this had on user experience and your measurements for success.

Join Rise to see the full answer
What strategies do you use to facilitate co-creation workshops?

Discuss your approach to facilitating co-creation workshops, including how you prepare materials, engage participants, and maintain a focus on user needs. Highlight strategies that foster creativity and encourage collaboration among team members, ensuring that everyone contributes to the design process and feels valued.

Join Rise to see the full answer
How do you stay current with trends in conversation design and AI technologies?

Show your commitment to continuous learning by talking about the resources you utilize, such as online courses, industry conferences, and professional networks. Share any recent developments you've followed in the fields of Natural Language Processing or Conversational AI, and emphasize how this knowledge informs your design practices and enhances your contribution to the team.

Join Rise to see the full answer
Similar Jobs
Photo of the Rise User
Qantas Group Hybrid Perth, Western Australia, Australia
Posted 14 days ago

Network Aviation seeks a dedicated Licensed Aircraft Maintenance Engineer (B1) to ensure aircraft integrity and safety in a supportive and growth-oriented environment.

Photo of the Rise User
Qantas Group Hybrid Sydney, New South Wales, Australia
Posted 14 days ago

Qantas is on the lookout for a Product Owner to drive the future of customer service through Conversational AI in a hybrid working environment.

Photo of the Rise User

Join the creative team at Penguin Random House as an Associate in Book Production, where you'll support the production of cherished children's titles.

Photo of the Rise User

Embark on an exciting apprenticeship with Accor in the Design & Technical Services department, where creativity meets technical skill in hospitality.

Photo of the Rise User
Posted 4 days ago

Join Billups as a Product Designer to craft visually engaging and user-focused experiences in the evolving Out-Of-Home advertising sector.

Photo of the Rise User
Immutable Remote No location specified
Posted 9 days ago

Join Immutable as a Lead Designer to shape the systems that redefine gaming in the Web3 space.

Photo of the Rise User
Posted 10 days ago

Participate in a hands-on virtual summit to kickstart your design career with Abercrombie & Fitch Co.

1840 & Company Remote Quezon City, Metro Manila
Posted 11 days ago

1840 & Company is in search of a creative Multimedia Designer to enhance and bring to life magazine layouts, working closely with various teams.

Photo of the Rise User
AECOM Hybrid Boston, Massachusetts, United States
Posted 10 days ago

Join AECOM as an Architecture Designer I and contribute to transformative architectural projects in Boston.

TAWANTECH Remote No location specified
Posted 8 days ago

We are looking for an experienced UI/UX Developer to craft exceptional user interfaces for mobile banking applications.

Qantas is a commercial airline company offering flights to Australia, Asia, Africa, New Zealand and the South Pacific. They are headquartered in Mascot, New South Wales, Australia.

82 jobs
MATCH
VIEW MATCH
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
April 7, 2025

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!
LATEST ACTIVITY
Photo of the Rise User
6 people applied to Video Editor at Omnisend
Photo of the Rise User
100+ people applied to Textile and Print Designer at Showpo
H
Someone from OH, Akron just viewed Financial Content Writer at Huntington
W
Someone from OH, Columbus just viewed Director of Regulatory Compliance - WEX Bank at WEX Inc
Photo of the Rise User
6 people applied to Reel Production Editor at Datadog
E
Someone from OH, Cincinnati just viewed Administrative Assistant at Elevate and Delegate
Photo of the Rise User
12 people applied to UI/UX Designer at Code Exitos
Photo of the Rise User
Someone from OH, Akron just viewed Customer Support Representative at ProVia