Conversation Designer

About the role

Join Qantas as a Conversation Designer and shape the voice and tone of our virtual assistants used by customers worldwide. You will work in a hybrid model, collaborating with cross‑functional agile squads to create engaging, brand‑consistent conversational experiences across chatbots, voicebots and messaging platforms.

Key responsibilities

• Turn draft conversational requirements, flows and designs into high‑quality conversational content.
• Ensure all conversations reflect a consistent brand voice and tone that inspires customer confidence.
• Support discovery of business requirements and translate them into use cases and customer experience specifications.
• Apply conversation‑design best practices, UX research and customer insights to inform solution design.
• Help develop and uplift design systems for repeatable, high‑quality design outcomes.
• Analyse customer data, user behaviour and business requirements to define AI use cases and conversational solutions.
• Identify opportunities to increase bot containment and simplify agent processes in line with channel strategies.
• Communicate design concepts, solutions and recommendations to stakeholders, including senior executives.
• Adhere to accessibility standards in all design deliverables.

Required profile

• Proven experience in conversation design for chatbots, voicebots or similar conversational AI.
• Strong understanding of brand voice, tone and customer‑centric communication.
• Ability to work collaboratively in agile delivery squads with designers, product owners, analysts and technical teams.
• Excellent stakeholder engagement skills, capable of presenting concepts to senior leadership.
• Familiarity with accessibility standards and best practices.

Required skills

• Conversation design
• UX research
• Design systems
• Data analysis for AI use‑case definition

What we offer

• Hybrid working model – 3 days onsite at Qantas Head Office in Mascot, Sydney.
• Full‑time fixed‑term contract until June 2027.
• Opportunity to influence the customer experience of a leading global airline.