Senior Service Designer - Embedded Finance

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.