Senior Manager, User Experience & Design (Financial Services)

Job Description

• Challenge yourself to execute the research and design of premium, forward-thinking experiences for Qantas Loyalty’s Financial Services
• Flexible ways of working – hybrid model with 3 days onsite
• Full-time maternity leave cover until October 2026, based at our Head Office in Mascot

Working in Qantas Loyalty is exciting and fast moving. We love what we do and look forward to what we might create for the future. Being part of a business that’s constantly changing challenges us to think and move on our feet quickly. Our agile way of working enables us to be responsive to business requirements and helps us to deliver exceptional outcomes. By taking the time to recognise and reward our members, we build stronger relationships with the people who matter most.

As the Senior Manager, User Experience and Design (Financial Services), you will lead a high-performing team of 4-5 senior designers, responsible for creating intuitive, engaging, and inclusive digital experiences. This is a hands-on leadership role requiring a balance of strategic influence, operational excellence, design acumen, and people leadership.

You will work across multiple products and delivery teams, collaborating closely with senior stakeholders across Product, Digital, CX, and Financial Services to ensure all design solutions deliver customer and commercial impact.

You will be responsible for:

Leadership & People Development

• Develop, mentor and manage a multidisciplinary team of senior UX, UI designers and UX researchers.
• Allocate resources effectively across products, ensuring continuity and coverage.

Design Strategy & Delivery

• Drive the end-to-end design vision and execution across multiple digital product streams.
• Ensure seamless collaboration between design, product, and engineering to deliver cohesive experiences.
• Lead initiatives from discovery through delivery—embedding research, validation, and testing into each stage.

Stakeholder Engagement

• Build strong, trusted partnerships with executive stakeholders to embed design into strategic planning, roadmap development, and commercial decision-making.
• Translate customer insights into actionable opportunities that drive measurable business value—improving growth, conversion, retention, or experience-led differentiation.
• Act as a strategic advisor, ensuring design initiatives align with business objectives and are positioned as key enablers of financial performance and competitive advantage.
• Champion design thinking as a business discipline in executive forums, reinforcing its role in driving innovation, reducing risk, and informing investment prioritisation.
• Influence cross-functional leadership teams to adopt a customer-led mindset across the product lifecycle, from early discovery through to scaled delivery and optimisation.

Customer-Centred Design Practice

• Embed user research and validation into workflows to inform decision-making and prioritisation.
• Drive experimentation, CRO strategies, and use of analytics to optimise experiences.
• Operate as the ‘voice of the customer,’ connecting the dots between insight, intent, and outcome.

Design Governance & Operations

• Contribute to and evolve the design system and governance models across Loyalty digital experiences.

You'll have:

• 10+ years of experience in UX/UI (product) design, with 5+ years in a design leadership or management capacity.
• Proven ability to lead and inspire senior designers in high-performance environments.
• Strong commercial acumen and the ability to align design with business outcomes.
• Deep understanding of human-centred design, design systems, accessibility, and agile ways of working.
• Track record in delivering high-quality digital experiences in complex, matrixed environments.
• Advanced proficiency in Figma, Miro, user testing tools, and analytics platforms.
• Exceptional communication, influence, and stakeholder engagement skills.​​

Desirable Criteria:

• Experience in financial services, loyalty programs, or CRO methodologies.
• Familiarity with WCAG 2.0 AA and its application in digital product design.
• Background in customer research methods and experimentation design.

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. If you have any support or access requirements, we encourage you to advise us at time of application. We will then work with you to identify the best way to assist you through the recruitment process. 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 22nd 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.