Senior Service Designer

We’re a leading business management solution with a core purpose: helping more businesses in Australia and New Zealand start, survive and succeed.

At MYOB, we believe what’s good for one business is good for all business—and for all of us. Whether you support them, work for them, or dream of building your own, when businesses run smoothly, everybody feels it. Owners, employees, customers, suppliers—even families. That’s why we’re here: to give every person in business the tools they need to focus on what really matters and do Big Things—whatever big looks like for them.

And for you? Joining MYOB means being part of that impact. It means using your skills to help businesses thrive, shaping the future of work, and growing alongside the people and communities we support. Because while we’re the business of software, we’re really in the business of people. And that makes MYOB Everyone’s Business.

About the role

MYOB Acumatica is the top ERP for mid-market companies in Australia and New Zealand. As Senior Service Designer, you will work across the Mid-Market product organisation. You will build a continuous and evidence-based understanding of partners and customers. This insight improves every subsequent product and service development decision.

This senior, self-directed role is located at the start of the product lifecycle. You will be responsible for a defined area of service and experience crafting. Your work will produce actionable outputs for product teams, and you will spot opportunities and unmet needs that direct what we develop next. You will engage closely with Product, Engineering, PMM, Marketing, and Customer and Commercial teams — representing the partner and customer clearly in every decision guiding the experience.

Key responsibilities

• Take responsibility for a specific area of service and experience development within MYOB Mid-Market. Lead the work and guide teams to concentrate on what truly matters to partners and customers.
• Keep a steady, evidence-supported grasp of the people and experiences within your domain. Bring forward new needs and chances that influence the team's decisions on priorities.
• Map and build end-to-end experiences across your domain, identifying leverage points and articulating what good outcomes look like before solutions are explored.
• Lead research on AI adoption within the mid-market and identify where it transforms workflows, confirming emerging ideas before investment.
• Drive how MYOB approaches AI in design. Identify where it develops meaningful change across the platform and ecosystem. Translate findings into clear direction that crafts how the product organisation invests and builds.
• Use AI as part of the building craft, applying it to research synthesis and concept generation. This ensures work reaching the wider product organization draws on more research and has higher fidelity.
• Connect build efforts across squad boundaries where journeys span multiple teams, ensuring coherence at the experience level.
• Support the design group's common approach via peer evaluation, combined understanding of partner and customer contexts, and guidelines for applying AI in creative projects.

Key criteria

• Deep specialism in service design, experience design, and qualitative research.
• Proficiency in service design and customer research fields, with strong fluency in experience strategy and the ability to connect research to building and product direction.
• Strong systems thinking — able to connect end-to-end journeys across multiple products, channels, and organisational boundaries.
• Established skill in acting as a senior, autonomous expert, taking full responsibility for a domain and leading teams by providing clear understanding and direction.
• Experience in a B2B, platform, channel-led, or enterprise software context where development works around and beyond a core product.
• Demonstrable expertise in AI-enabled development, with experience shaping, prototyping, or validating AI-enabled experiences and a track record of bringing the latest thinking on AI into design practice.
• Ability to articulate and balance customer, commercial, and strategic perspectives, translating insight into actionable build priorities.
• Strong facilitation and alignment skills with collaborators, including across squad boundaries and with external partners and providers.

Our Culture & Benefits  

At MYOB our values are at the heart of everything we do. If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.   

🎥 See what it's like to work at MYOB and what we're all about. 

🟣Enjoy a flexible, hybrid workplace that brings balance to how you work, all of our centrally located offices come together for a number of in-person celebrations and social events 

🟣Set up your home office with a little financial help from us, and take advantage of great corporate discounts and vouchers from top retailers 

🟣Benefit from our partnership with Sonder, which supports the wellbeing of our team members 

🟣Unlock your potential via in-house training and programs, LinkedIn Learning, conferences and study assistance  

🟣Access to a variety of leave options available to support your wellbeing, including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, community leave, study leave, and more 

🟣Join our communities, built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution  

At MYOB, we’re all about embracing difference and backing people to be their true selves. We’re proud to be an equal opportunity employer and big believers that the best hires don’t just fit our culture — they add to it. That means bringing your unique contributions, lived experiences, and fresh perspective to the table.

Love the sound of MYOB and this role but don’t tick every single box in this ad? Apply anyway! Studies show that women and underrepresented groups often hold back if they don’t meet every requirement — but we want to hear from you. 

We’re proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.