Senior Service Designer

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.