Head of User Experience & Design Operations

Job Description

• 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.

• 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.

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 r 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…