Qantas

Title: Conversation Designer Location: Adelaide, Australia Job Description: - Adelaide, South Australia, Australia - Employees work in a hybrid mode - Full-time - Business Function: Information Technology - Parent Business Function: Digital, IT & Analytics - Time Type: Full time - Worker Sub-Type: Permanent - Entity: Qantas Airways Limited Job Description - Opportunity to do your best work on an international stage setting the voice and tone of Qantas’ virtual assistants - Flexible ways of working – hybrid model with 3 days onsite - Full-time fixed-term position until June 2027, based at our new Product and Innovation Centre in Adelaide Join Qantas in our brand-new Product and Innovation Centre located in Adelaide to help meet evolving consumer needs by enabling agile teams to deliver faster, more adaptive solutions that prioritise customer value, continuous feedback, and innovation at every stage of the product lifecycle. In this Conversation Designer role, your focus will be on the customer-facing content of our new virtual assistants. The importance of persona, voice and tone should be self-evident to you, and you will use this knowledge to advance the way we craft the best conversational content possible for our customers, consistent with our brand. You will design, review and optimise the conversational content of our chatbots, voicebots, and messaging platforms, as well as advance design systems to allow such work to scale. You will work closely with stakeholders and your team from discovery through deployment to transform complex customer and operational challenges into scalable, user-centric solutions that align business objectives with customer needs. Working in an agile delivery squad, you will collaborate closely with designers, product owners, business analysts, SMEs, and technical delivery teams; with significant stakeholder engagement across business units. Through performance analysis and user testing, you will continuously improve conversational experiences and contribute to the Conversation Design discipline by establishing best practices and reusable patterns that elevate conversational AI across the organisation. Your key responsibilities include: - Turn draft conversational requirements, flows and designs into high-quality conversational content. - Ensuring conversations leverage a consistent brand, voice, and tone to inspire customer confidence. - Supporting discovery of business requirements and translating them into use cases and customer experience requirements. - Applying conversation design best practices, UX research, and customer insights to inform solution design. - Help to drive and uplift design systems for repeatable, high-quality design collateral and outcomes - Analysing customer data, user behaviour, and business requirements to define AI use cases and conversational solutions. - Identifying new 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. We are interested to hear from people who have: - Proven experience delivering high-quality content in the Conversation AI space. - A passion for emerging technology, AI, Chatbots, Voicebots and Contact Centre Technology. - Portfolio or examples of work demonstrating Conversation Design and or Voice User Interface design, and understanding of user-centred design principles. - Tertiary qualification in Design, Human-Centred Design (HCD), Linguistics or equivalent practical experience. - 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. - Proficiency with current day design tools and software including Miro, Figma, UserZoom, Qualtrics, Adobe Creative Suite, Jira, and Confluence. - Strong written and verbal communication skills, including strong stakeholder management skills. - Ability to navigate ambiguity, identifying and shaping customer and operational challenges into clear, product-driven opportunities. - Experience in the use of GenAI in the Conversational AI space would be well regarded. 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.

Title: Conversation Designer Location: Sydney Australia Job Description: Job Description - Opportunity to do your best work on an international stage setting the voice and tone of Qantas' virtual assistants - Flexible ways of working - hybrid model with 3 days onsite - Full-time fixed-term position until June 2027, 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. In this Conversation Designer role, your focus will be on the customer-facing content of our new virtual assistants. The importance of persona, voice and tone should be self-evident to you, and you will use this knowledge to advance the way we craft the best conversational content possible for our customers, consistent with our brand. You will design, review and optimise the conversational content of our chatbots, voicebots, and messaging platforms, as well as advance design systems to allow such work to scale. You will work closely with stakeholders and your team from discovery through deployment to transform complex customer and operational challenges into scalable, user-centric solutions that align business objectives with customer needs. Working in an agile delivery squad, you will collaborate closely with designers, product owners, business analysts, SMEs, and technical delivery teams; with significant stakeholder engagement across business units. Through performance analysis and user testing, you will continuously improve conversational experiences and contribute to the Conversation Design discipline by establishing best practices and reusable patterns that elevate conversational AI across the organisation. Your key responsibilities include: - Turn draft conversational requirements, flows and designs into high-quality conversational content. - Ensuring conversations leverage a consistent brand, voice, and tone to inspire customer confidence. - Supporting discovery of business requirements and translating them into use cases and customer experience requirements. - Applying conversation design best practices, UX research, and customer insights to inform solution design. - Help to drive and uplift design systems for repeatable, high-quality design collateral and outcomes - Analysing customer data, user behaviour, and business requirements to define AI use cases and conversational solutions. - Identifying new 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. We are interested to hear from people who have: - Proven experience delivering high-quality content in the Conversation AI space. - A passion for emerging technology, AI, Chatbots, Voicebots and Contact Centre Technology. - Portfolio or examples of work demonstrating Conversation Design and or Voice User Interface design, and understanding of user-centred design principles. - Tertiary qualification in Design, Human-Centred Design (HCD), Linguistics or equivalent practical experience. - 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. - Proficiency with current day design tools and software including Miro, Figma, UserZoom, Qualtrics, Adobe Creative Suite, Jira, and Confluence. - Strong written and verbal communication skills, including strong stakeholder management skills. - Ability to navigate ambiguity, identifying and shaping customer and operational challenges into clear, product-driven opportunities. - Experience in the use of GenAI in the Conversational AI space would be well regarded. 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 7th of June Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.

Title: Fraud and Revenue Protection Specialist Location: Melbourne Australia Job Description: - Provide support and advice to our Fraud Support team and actively drive revenue protection initiatives - Flexible ways of working - hybrid model - Full time permanent opportunity, based at our head office in Melbourne CBD Love travel and passionate about all things aviation. You're in the right place. At Jetstar, you get to take-off at work, and in life. As a team, we're lucky we get to do both for a living - and we want you to be part of where we go next. Helping our teammates soar is what we're all about. And with a new fleet of state-of-the-art aircraft, plus new routes being added, the sky's the limit. Take-off with your next opportunity! As the Fraud and Revenue Protection Specialist, you will be responsible for proactively identifying, managing and mitigating fraud risk across all distribution and payment channels with the support of an offshore Fraud Support team. You will be the subject matter expert on risk and fraud topics and will support our fraud detection capabilities by implementing new controls, managing existing fraud mitigation technology and proposing enhancements based on emerging trends. As part of this role, you will be responsible for maintaining the Fraud Detection Platform, propose improvements, re-write rules and identify new trends utilising advanced data analytics techniques and tools. You will actively drive revenue protection initiatives across distribution and payments systems, to prevent policy violations and misuse. To be considered, key skills will include: - 2+ year's of experience in fraud prevention, revenue integrity or related risk function. - Strong understanding and knowledge of payment systems, fraud prevention tools (e.g. 3DS, fraud scores, machine learning, user behaviour analytics). - Fraud system experience highly desirable. - Experience with advanced data analytics with SQL and/or Python, will be highly regarded. - In-depth knowledge of fraud principles, processes, procedures; as well as trends of fraud and fraud prevention. - Aptitude to identify new ways to approach risk management and to think creatively, laterally and out-of-the-box. - Proven ability to implement fraud controls and mitigation rules whilst minimising customer friction. - Experience in conducting complex investigations and generating evidence based reports. - Exceptional attention to detail and a strong quality assurance mindset. - Problem-solving, positive, and constructive attitude is a must. - Proven track record in engaging a large range of stakeholders. - Experience in a fast paced, dynamic and lean / cost-conscious environment. Your life at Jetstar is unlike any other.. Live the travel dream: You and your nominated travel companions can take-off more with our famous Qantas Group Staff Travel discount. Make work feel like a holiday: Join a fun, driven team where work feels like a holiday. Our people take every opportunity to take-off together and find ways to help their teammates soar. There's a place for everyone at Jetstar: For us, travel and meeting new people go hand in hand. We invite our people to get involved in various Employee Network Groups that play an important role in creating our inclusive and supportive culture that we are fiercely proud of. We believe that teams with a diversity of ideas and experiences are more creative, innovative and solve problems quickly. We welcome applications from anyone who wants to take-off with us. If you have support or access requirements, just reach out and let us know what you need.