Senior Service Designer

MYOB

Senior Service Designer at MYOB focusing on improving partner and customer experiences. Working across market segments to shape future product developments and leveraging AI in design.

Posted 5/26/2026full-timeMelbourne • 🇦🇺 AustraliaSeniorWebsite

About the role

Key responsibilities & impact

Build a continuous and evidence-based understanding of partners and customers to improve product and service development decisions
Take responsibility for a specific area of service and experience development within MYOB Mid-Market
Keep a steady, evidence-supported grasp of the people and experiences within your domain
Map and build end-to-end experiences across your domain, identifying leverage points
Lead research on AI adoption within the mid-market and identify where it transforms workflows
Drive how MYOB approaches AI in design
Use AI as part of the building craft, applying it to research synthesis and concept generation
Connect build efforts across squad boundaries where journeys span multiple teams
Support the design group's common approach via peer evaluation

Requirements

What you’ll need

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

Benefits

Comp & perks

Enjoy a flexible, hybrid workplace that brings balance to how you work
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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

service designexperience designqualitative researchexperience strategysystems thinkingAI-enabled developmentprototypingvalidating AI-enabled experiencesresearch synthesisconcept generation

Soft Skills

leadershipautonomyfacilitationalignmentcommunicationstrategic thinkingcollaborationcustomer perspectivecommercial perspectiveinsight translation