Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: MYOB

Location: Sydney, New South Wales, Australia

Job Type: Permanent

Category: Design & User Experience / Product Operations

Date Posted: May 26, 2026

Experience Level: Mid-Senior Level

Remote Status: Hybrid

🚀 Role Summary

• Lead the end-to-end service and experience design for MYOB's Mid-Market product organization, specializing in the Acumatica ERP solution.

• Drive the continuous, evidence-based understanding of partners and customers to inform product and service development decisions throughout the entire product lifecycle.

• Spearhead research and strategy for AI adoption within the mid-market, identifying transformative opportunities and shaping MYOB's AI design practice.

• Act as a senior, autonomous expert, guiding cross-functional teams and ensuring coherent, high-fidelity user experiences across multiple products and organizational boundaries.

📝 Enhancement Note: This role is positioned at the critical "start of the product lifecycle," implying a strategic influence on product roadmapping and prioritization, rather than solely execution. The emphasis on "MYOB Acumatica" indicates a focus on a specific, high-value ERP product within the company's portfolio. The "Mid-Market product organization" suggests a focus on businesses of a certain size, requiring nuanced understanding of their operational needs.

📈 Primary Responsibilities

• Take ownership of a defined area of service and experience design within MYOB's Mid-Market division, leading initiatives and guiding teams to prioritize partner and customer needs.

• Cultivate and maintain a deep, evidence-supported understanding of users and their experiences within the designated domain, proactively identifying unmet needs and emerging opportunities to influence product strategy.

• Map and design comprehensive, end-to-end user journeys across the service ecosystem, pinpointing key leverage points and defining success metrics for impactful outcomes prior to solution exploration.

• Lead critical research initiatives on AI adoption trends within the mid-market, assessing its potential to transform workflows and validating emerging concepts before significant investment.

• Champion and drive MYOB's approach to AI in design, identifying areas where AI can deliver meaningful change across the platform and its ecosystem, translating insights into actionable directions for product investment and development.

• Leverage AI tools and methodologies within the design process itself, specifically for research synthesis and concept generation, to enhance the fidelity and depth of work presented to product teams.

• Ensure seamless integration of build efforts across various squad boundaries, maintaining coherence and a unified experience for users whose journeys span multiple teams.

• Contribute to the design group's collective expertise by participating in peer reviews, sharing insights on partner and customer contexts, and developing guidelines for the innovative application of AI in creative projects.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership, deep user empathy, and hands-on design execution with a forward-looking focus on AI. The emphasis on "actionable outputs for product teams" and "influencing what we develop next" underscores the strategic impact of this role.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, Sociology, or a related field is typically expected for senior-level design roles. Relevant professional certifications in service design or user experience may also be considered.

Experience: Extensive experience in service design, experience design, and qualitative research is required. Proven experience within a B2B, platform, channel-led, or enterprise software environment is essential, particularly where development extends beyond a core product. Demonstrated expertise in AI-enabled development and its application in design is a key differentiator.

Required Skills:

• Deep specialization in service design, experience design, and qualitative research methodologies.

• Strong fluency in experience strategy, with the ability to translate research findings into concrete product and development direction.

• Advanced systems thinking capabilities, enabling the connection of end-to-end journeys across multiple products, channels, and organizational silos.

• Proven track record of acting as a senior, autonomous expert, taking full accountability for a defined domain and providing clear leadership and direction to teams.

• Demonstrable expertise in AI-enabled development, including shaping, prototyping, and validating AI-driven experiences.

• Ability to articulate and balance customer needs, commercial objectives, and strategic imperatives, translating insights into actionable build priorities.

Preferred Skills:

• Experience with ERP systems or complex business management software.

• Familiarity with AI's latest advancements and their practical applications in user experience design.

• Experience in a fast-paced, agile development environment.

• Strong visual design and prototyping skills to effectively communicate concepts.

• Experience in mentoring junior designers or leading design initiatives.

📝 Enhancement Note: The "Key criteria" listed strongly align with a senior-level individual contributor role with significant influence. The emphasis on AI is a critical, differentiating requirement, suggesting the company is heavily invested in this area. The B2B/enterprise software context is crucial for understanding the complexity of the user base and the product ecosystem.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase end-to-end service design projects that demonstrate a deep understanding of user needs, pain points, and opportunities within complex B2B environments.

• Include examples of detailed journey maps, service blueprints, and ecosystem maps that illustrate systems thinking and the ability to connect disparate touchpoints.

• Highlight projects where qualitative research was integral to uncovering insights and informing design decisions, with clear articulation of the research methodologies used.

• Present case studies demonstrating experience in shaping, prototyping, and validating AI-enabled features or experiences, detailing the approach to AI integration and its impact.

• Feature examples of how you've translated strategic objectives and commercial considerations into actionable design recommendations and product