Senior Service Designer

Service Design Jobs; Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Flexible hybrid work

Central offices

Home office setup support

Sonder wellbeing partnership

Training & study assistance

Job summary

MYOB is seeking a Senior Service Designer in Melbourne to shape financial experiences across our platform. You’ll operate at the intersection of service design, product, customer experience, and AI, translating research into end-to-end journeys and blueprints.

You’ll collaborate with Product, Design, Engineering, and partners to drive adoption, revenue outcomes, and trusted, compliant workflows in a rapidly evolving fintech environment.

Qualifications

• Extensive experience in Service Design, Product Design, or Experience Design, with strong research and discovery skills.
• Ability to plan and lead qualitative research and translate insights into journeys and blueprints.
• Experience designing financial or regulated transactional products with trust and compliance awareness.
• Proven track record creating seamless experiences across multiple providers in a B2B environment.
• Strong commercial acumen and ability to drive adoption, activation, and revenue outcomes.
• Hands-on experience contributing to AI-powered products or features.

Responsibilities

• Shape and influence the Finance squad roadmap to focus on key financial moments.
• Lead qualitative research to uncover customer needs, pain points, risks, and opportunities.
• Create journey maps, service blueprints, and ecosystem maps across MYOB and partner platforms.
• Design onboarding, activation, and value-driving experiences for customer adoption and growth.
• Facilitate collaboration across Product, Design, Engineering, Marketing, and external partners.
• Identify AI-driven opportunities to enhance financial workflows and outcomes.
• Contribute to the design community through reviews and shared standards.

Skills

Service Design

Product Design

Experience Design

Customer Research

AI in products

Stakeholder facilitation

Job description

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 is the leading ERP platform for mid-sized businesses across Australia and New Zealand. As a Senior Service Designer within our Finance Product team, you’ll play a pivotal role in shaping how financial experiences are designed and delivered across our platform.Working at the intersection of service design, product, customer experience, and AI, you’ll develop a deep understanding of how customers, vendors, and partners manage payments, money movement, and financial workflows today. You’ll uncover opportunities to digitise manual processes, design seamless end-to-end experiences, and identify where AI can create meaningful value for customers.

This is an opportunity to influence the future of financial services at MYOB, helping businesses manage money more efficiently while delivering exceptional customer experiences.

What You’ll Do

• Shape and influence the Finance squad roadmap, ensuring we focus on the financial moments that matter most to customers, vendors, and partners.
• Lead continuous research and discovery to uncover customer needs, pain points, risks, and opportunities across financial workflows.
• Create journey maps, service blueprints, and ecosystem maps that connect experiences across MYOB and partner platforms.
• Design onboarding, activation, and value-driving experiences that support customer adoption, growth, and commercial outcomes.
• Facilitate collaboration across Product, Design, Engineering, Marketing, and external partners to align on problems, opportunities, and solutions.
• Identify and incorporate AI-driven opportunities that enhance financial workflows and customer outcomes.
• Contribute to and elevate the broader design community through peer reviews, shared standards, and thought leadership.

What You’ll Bring

• Extensive experience in Service Design, Product Design, or Experience Design, supported by strong customer research and discovery expertise.
• Proven ability to plan and lead qualitative research and translate insights into journey maps, service blueprints, and system maps within complex, multi-sided ecosystems.
• Experience designing financial products, payments experiences, or other regulated transactional domains where trust, compliance, and control are critical.
• A track record of creating seamless experiences across multiple providers, systems, or partners within a B2B environment.
• Strong commercial acumen, with experience designing experiences that drive adoption, activation, customer value, and revenue outcomes.
• A clear perspective on how AI is transforming product and service experiences, with hands‑on experience contributing to AI-powered products or features.
• Exceptional facilitation, stakeholder management, and alignment skills, with the ability to influence across teams and organisational boundaries.

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.

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.