Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: MYOB

Location: Melbourne, Victoria, Australia

Job Type: Permanent, Full-Time

Category: Product Design & Operations (Service Design Focus)

Date Posted: May 26, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead the strategic definition and continuous improvement of end-to-end service and experience design within MYOB's Mid-Market product organization, focusing on partner and customer needs.

• Drive innovation and application of AI within the design process and product ecosystem, identifying opportunities for transformative workflows and meaningful change.

• Develop a deep, evidence-based understanding of user needs and market opportunities to directly influence product development priorities and investment decisions.

• Foster cross-functional collaboration and alignment across Product, Engineering, PMM, Marketing, and Customer teams to ensure a cohesive and impactful user experience.

• Act as a senior, autonomous expert, setting clear direction and guiding teams in a B2B, platform-centric software environment.

📝 Enhancement Note: This role is positioned at the critical intersection of product strategy and design, with a strong emphasis on leveraging AI to redefine user experiences in the B2B ERP space. The "Senior Service Designer" title, coupled with responsibilities around AI adoption and product lifecycle influence, suggests a pivotal role in shaping future product offerings and operational efficiency through design thinking. This is not just about visual design, but about the entire service ecosystem and its strategic evolution.

📈 Primary Responsibilities

• Take ownership of specific service and experience development areas within MYOB's Mid-Market product suite, ensuring a customer-centric approach guides all initiatives.

• Conduct and synthesize qualitative research to build a robust, evidence-based understanding of partner and customer needs, pain points, and unmet opportunities.

• Map and articulate end-to-end customer journeys across the MYOB platform, identifying key leverage points for improvement and defining success outcomes for new service developments.

• Lead research initiatives focused on AI adoption within the mid-market segment, validating emerging concepts and assessing their potential to transform workflows and deliver value.

• Define and champion MYOB's approach to AI in design, translating insights into actionable strategies that inform product organization investment and build priorities.

• Integrate AI tools into the design and research craft for tasks such as synthesis and concept generation, enhancing the quality and depth of insights delivered to product teams.

• Ensure coherence and a unified experience across the platform by connecting build efforts and user journeys that span multiple product squads and teams.

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

📝 Enhancement Note: The responsibilities highlight a proactive and strategic mandate for the Senior Service Designer. Leading AI research and defining its integration into design practice are key differentiators, suggesting the role will be instrumental in MYOB's innovation roadmap. The emphasis on end-to-end journey mapping and cross-squad collaboration points to a need for strong systems thinking and influence without direct authority.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong academic foundation in Design (Service Design, UX Design, Interaction Design), Human-Computer Interaction, Psychology, or a related field is highly beneficial. Demonstrated equivalent practical experience will be considered.

Experience: A minimum of 5-10 years of progressive experience in service design, experience design, and qualitative user research, with a significant portion within B2B, platform, channel-led, or enterprise software environments.

Required Skills:

• Deep specialization in service design principles, user experience (UX) design methodologies, and advanced qualitative research techniques.

• Proven fluency in experience strategy, with a demonstrated ability to translate research findings into actionable product and build direction.

• Strong systems thinking capabilities, enabling the mapping and understanding of complex, end-to-end journeys across multiple products, channels, and organizational boundaries.

• Established track record of acting as a senior, autonomous expert, taking full ownership of a design domain and effectively leading teams through clear direction and insight.

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

• Proven ability to articulate and balance customer needs, commercial objectives, and strategic imperatives, translating insights into prioritized build initiatives.

Preferred Skills:

• Experience with AI concept generation and research synthesis tools.

• Familiarity with ERP systems and the mid-market business software landscape.

• Experience in a platform or ecosystem-based product strategy role.

• Strong storytelling and presentation skills to effectively communicate complex design concepts and research findings to diverse audiences.

📝 Enhancement Note: The qualification requirements emphasize a blend of deep design expertise, strategic thinking, and practical experience in complex B2B software environments. The explicit need for AI-enabled development experience is a critical differentiator, suggesting candidates with a forward-thinking mindset and hands-on experience in this emerging area will be highly sought after. The "autonomous expert" requirement signals a need for self-starters with a proven ability to drive initiatives independently.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase end-to-end service design initiatives, from initial research and problem definition through to ideation, prototyping, and validated solutions.

• Include examples of how you've mapped complex customer journeys and identified critical touchpoints for service improvement within a B2B context.

• Present case studies demonstrating your ability to translate qualitative research insights into tangible product or service improvements with measurable outcomes.

• Provide examples of how you've integrated AI concepts or tools into your design process, illustrating the impact on research synthesis, concept generation, or user experience.

Process Documentation:

• Examples of service blueprints, customer journey maps, and user flow diagrams that clearly articulate current and future state experiences.

• Documentation of research methodologies employed, including synthesis frameworks and key findings reports.

• Prototypes or concepts for AI-enabled features or services, demonstrating the user interaction and value proposition.

• Evidence of iterative design processes, including feedback loops and how designs were refined based on user input or technical constraints.

📝 Enhancement Note: For a Senior Service Designer, the portfolio is paramount. It needs to demonstrate not just design execution but strategic thinking, research rigor, and the ability to manage complex service ecosystems. The inclusion of AI-specific work is crucial given the role's stated focus. Candidates should be prepared to walk through their process, explain their decision-making, and articulate the business impact of their work.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior Service Designers in Melbourne, Australia, with 5-10 years of experience in enterprise software, the estimated salary range is AUD $140,000 - $190,000 per annum. This estimate considers the seniority of the role, specialized skills in AI and service design, and the cost of living in Melbourne.

Benefits:

• Flexible, hybrid workplace promoting work-life balance.

• Home office setup financial assistance.

• Access to corporate discounts and vouchers from top retailers.

• Comprehensive wellbeing support through partnership with Sonder.

• Extensive professional development opportunities including in-house training, LinkedIn Learning, conference attendance, and study assistance.

• Generous leave options, including up to four additional weeks of purchased leave, parental leave, domestic violence leave, transgender leave, community leave, and study leave.

• Opportunities to join employee resource groups focused on Wellness, Belonging, and the Planet.

Working Hours: Standard full-time hours (approximately 40 hours per week), with flexibility offered through the hybrid work arrangement.

📝 Enhancement Note: The salary range is an estimate based on publicly available data for similar roles in the Melbourne tech market and the specified experience level. The extensive benefits package indicates MYOB's commitment to employee wellbeing and professional growth, which is a significant draw for senior-level talent.

🎯 Team & Company Context

🏢 Company Culture

Industry: Business Management Software and Services. MYOB is a leading provider of business management solutions for small and medium-sized businesses (SMBs) in Australia and New Zealand.

Company Size: MYOB employs over 1,000 individuals, indicating a well-established organization with ample resources and a significant market presence.

Founded: MYOB was founded in 1991, giving it a long history and deep understanding of the business software landscape. This longevity suggests stability, a proven track record, and a mature approach to product development and customer support.

Team Structure:

• The Senior Service Designer will work within the Mid-Market product organization, collaborating closely with Product Managers, Engineering teams, Product Marketing Managers (PMM), Marketing, and Customer/Commercial teams.

• While not explicitly detailed, the "Senior" title implies a degree of autonomy and potential mentorship opportunities within the design group.

Methodology:

• Evidence-based decision-making driven by continuous understanding of partners and customers.

• Focus on end-to-end service and experience crafting, identifying leverage points and defining good outcomes early in the product lifecycle.

• Strategic integration of AI into design and product development to drive innovation and workflow transformation.

• Collaborative approach to problem-solving, involving diverse stakeholders to ensure comprehensive solutions.

Company Website: https://www.myob.com/

📝 Enhancement Note: MYOB's established presence and focus on business management solutions provide a stable yet innovative environment. The emphasis on "Everyone's Business" and supporting businesses to "start, survive and succeed" suggests a mission-driven culture. The explicit mention of AI integration points to a forward-looking strategy, making this an attractive role for designers interested in shaping the future of business software.

📈 Career & Growth Analysis

Operations Career Level: This role is at a Senior Individual Contributor level within the Product Design function. It requires significant autonomy, strategic influence, and the ability to lead complex design initiatives. The focus is on deep expertise in service design, AI integration, and strategic product input, rather than people management.

Reporting Structure: The Senior Service Designer will report into a Product Design leadership role within the Mid-Market product organization. They will work closely with Product Managers and Engineering leads, acting as a key strategic partner.

Operations Impact: The Senior Service Designer's impact is directly tied to improving the usability, efficiency, and overall value proposition of MYOB's ERP solutions for mid-market businesses. By deeply understanding user needs and leveraging AI, they will influence product roadmap decisions, drive adoption, and contribute to customer satisfaction and retention, ultimately impacting revenue and market share.

Growth Opportunities:

• Deepen expertise in AI-driven design and its application within enterprise software.

• Develop leadership skills through influencing cross-functional teams and mentoring junior designers.

• Expand strategic influence within the product organization, potentially contributing to broader GTM (Go-to-Market) strategy discussions related to product experience.

• Opportunity to shape the future of MYOB's product offerings by identifying and validating new service opportunities.

• Potential pathways into Principal Designer, Design Lead roles, or specialized AI/Product Strategy positions within MYOB.

📝 Enhancement Note: This role offers significant opportunities for professional growth, particularly in the rapidly evolving field of AI-assisted design within a B2B context. The ability to influence product strategy and drive innovation makes it a highly strategic position for a seasoned designer.

🌐 Work Environment

Office Type: MYOB offers a hybrid workplace, indicating a blend of remote work and in-office collaboration. Their centrally located offices are designed for collaboration and social events, suggesting an environment that balances focused work with team interaction.

Office Location(s): The role is based in Melbourne, Victoria, Australia. MYOB has offices in this region, providing a physical hub for in-person collaboration, team meetings, and company events.

Workspace Context:

• The hybrid model allows for flexibility, enabling focused work from home while leveraging office space for crucial team discussions, workshops, and relationship-building.

• MYOB emphasizes collaborative environments within their offices, facilitating direct interaction with Product, Engineering, and other key stakeholders.

• Access to necessary technology and tools for both remote and in-office work is implied, supporting efficient design and research activities.

Work Schedule: While a standard full-time work week is expected, the hybrid arrangement and MYOB's stated commitment to work-life balance suggest a degree of flexibility in how and when work is completed, provided objectives are met.

📝 Enhancement Note: The hybrid work environment is a key feature, catering to modern work preferences while maintaining opportunities for in-person collaboration essential for complex design initiatives. This setup is conducive to roles requiring deep work and focused research alongside team alignment sessions.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and resume to assess alignment with the core requirements.

• Hiring Manager Interview: Focus on your experience in service design, AI integration, B2B software, and your strategic approach to problem-solving. Expect questions about your approach to research, journey mapping, and influencing product decisions.

• Portfolio Presentation & Design Challenge: You will likely be asked to present a case study from your portfolio, detailing a complex service design challenge, your process, and the outcomes. A practical design exercise or a deep dive into a specific problem area might also be included, potentially focusing on AI applications.

• Team/Cross-functional Interviews: Meet with potential collaborators from Product, Engineering, or PMM to assess your collaboration style, communication skills, and ability to work within a team.

• Final Interview: Often with a senior leader, focusing on cultural fit, long-term career aspirations, and overall strategic alignment.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your most impactful projects that best showcase your service design, research, and AI integration skills, particularly within a B2B or complex platform context.

• Tell a Story: For each project, clearly articulate the problem, your role, your process (emphasizing research and ideation), the challenges faced, your solutions, and the measurable impact or outcomes. Use visuals effectively.

• Highlight AI Application: Explicitly detail how you incorporated AI into your design process or how you designed for AI-enabled features. Explain the rationale and the user benefits.

• Demonstrate Systems Thinking: Show how your work connects across different touchpoints, products, or organizational boundaries.

• Quantify Impact: Whenever possible, use metrics to demonstrate the success of your designs (e.g., increased adoption, reduced friction, improved efficiency, customer satisfaction scores).

Challenge Preparation:

• Understand the Context: If given a design challenge, take time to understand the business context (MYOB's Mid-Market ERP) and the user (mid-market businesses, partners).

• Focus on Process: Demonstrate your structured approach to problem-solving, from defining the problem to generating solutions and considering implementation.

• Embrace AI: Consider how AI could be applied to solve the challenge and articulate the potential benefits and considerations.

• Communicate Clearly: Practice articulating your thoughts and decisions concisely, as you would in a stakeholder meeting.

📝 Enhancement Note: The interview process is designed to assess not only design proficiency but also strategic thinking, collaborative ability, and a forward-looking approach, particularly concerning AI. A well-prepared portfolio that directly addresses the role's requirements, especially AI integration and B2B context, will be critical for success.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), InVision, Axure.

• Research & Synthesis: Dovetail, Miro, Mural, UserTesting.com, SurveyMonkey, qualitative data analysis software.

• Collaboration: Jira, Confluence, Slack, Microsoft Teams.

Analytics & Reporting:

• Experience with analytics platforms (e.g., Google Analytics, Mixpanel, Amplitude) to understand user behavior and product performance is beneficial.

CRM & Automation:

• Familiarity with CRM systems (e.g., Salesforce) and marketing automation tools can provide context for B2B customer journeys.

• Understanding of how design impacts the broader customer lifecycle.

📝 Enhancement Note: While specific tools aren't listed, the role implies proficiency in a standard suite of design, research, and collaboration tools. The emphasis on AI suggests familiarity with current AI tools for design assistance (e.g., AI-powered research synthesis, concept generation tools) will be a strong advantage.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep commitment to understanding and serving the needs of businesses, partners, and customers.

• Innovation: Embracing new technologies and methodologies, such as AI, to drive product and service advancements.

• Collaboration: Working effectively across teams and disciplines to achieve shared goals.

• Impact: Focusing on delivering tangible value that helps businesses start, survive, and succeed.

• Integrity: Operating with honesty and transparency in all interactions.

Collaboration Style:

• Highly collaborative, working closely with Product Managers, Engineers, PMM, Marketing, and Customer-facing teams.

• Emphasis on cross-functional alignment to ensure design solutions are cohesive and strategically sound.

• Peer review and knowledge sharing within the design group to elevate collective expertise, particularly concerning AI in design.

📝 Enhancement Note: MYOB's stated values of customer focus, innovation, and impact align perfectly with the strategic nature of this Senior Service Designer role. The collaborative style is essential for navigating complex product development cycles in a mid-market ERP context.

⚡ Challenges & Growth Opportunities

Challenges:

• AI Integration Complexity: Navigating the rapid evolution of AI and translating its potential into practical, user-centered design solutions for a B2B audience. This includes managing user expectations and ethical considerations.

• Balancing Stakeholder Needs: Effectively balancing the diverse perspectives and priorities of Product, Engineering, Commercial, and Customer teams to deliver cohesive and impactful experiences.

• Defining New Workflows: Establishing clear processes and best practices for AI-assisted design and for the end-to-end service design of complex platform features.

• Cross-functional Influence: Driving adoption of new design approaches and AI-enabled features across multiple product squads and organizational boundaries without direct authority.

Learning & Development Opportunities:

• Specialization in AI Design: Becoming a thought leader in applying AI to service and experience design within the B2B SaaS space.

• Strategic Product Influence: Gaining deeper insights into product strategy, roadmap planning, and business operations within the ERP sector.

• Mentorship & Leadership: Opportunities to guide and mentor other designers, and to influence the broader design practice within MYOB.

• Industry Exposure: Attending relevant conferences and participating in professional development programs related to AI, service design, and enterprise software.

📝 Enhancement Note: This role presents significant opportunities for growth by tackling cutting-edge challenges in AI-driven design within a mature enterprise software company. The ability to navigate ambiguity and drive change will be key to success and development.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex B2B service or product you've designed. What was your process, what were the key challenges, and what was the measurable impact?" (Focus on your end-to-end journey mapping and problem-solving methodology.)

• "How would you approach researching and validating AI-enabled features for our mid-market ERP customers? What are the key considerations and potential pitfalls?" (Prepare to discuss AI research synthesis, concept generation, and ethical implications.)

Company & Culture Questions:

• "What excites you about MYOB's mission and our role in supporting businesses in Australia and New Zealand?" (Research MYOB's values and market position.)

• "How do you see AI transforming the future of business management software, and what role does service design play in that transformation?" (Align your vision with MYOB's strategic direction.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly present the context, your specific role and responsibilities, the problem you aimed to solve, your methodology (research, ideation, prototyping, testing), the solution, and the outcomes/impact.

• Emphasize AI: Dedicate a portion of your presentation to how you've leveraged AI in your design process or designed AI-powered experiences. Be specific about the tools, techniques, and benefits.

• Show, Don't Just Tell: Use visuals (screenshots, diagrams, prototypes) to illustrate your process and key design decisions.

• Be Prepared for Deep Dives: Anticipate questions about your decision-making process, trade-offs you made, and how you measured success. Be ready to discuss your experience with B2B users and complex systems.

📝 Enhancement Note: This interview preparation focuses on demonstrating strategic thinking, deep domain expertise (service design, AI), and strong collaborative abilities, all within the context of B2B enterprise software. Candidates should be ready to articulate their value proposition clearly and provide concrete examples.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided Lever link.

• Portfolio Customization: Tailor your resume and portfolio to highlight your experience in service design, qualitative research, AI-enabled development, and working within B2B or enterprise software environments. Emphasize projects that demonstrate end-to-end journey mapping and strategic influence.

• Resume Optimization: Ensure your resume clearly articulates your years of experience, key skills (especially AI and service design), and quantifiable achievements. Use keywords found in the job description.

• Interview Preparation: Practice articulating your design process, how you leverage AI, your systems thinking approach, and your experience in collaborating with cross-functional teams. Prepare your portfolio presentation carefully.

• Company Research: Familiarize yourself with MYOB's mission, values, products (particularly their ERP solutions for mid-market), and their stated commitment to innovation and customer success.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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