MYOB

Customer Support

• Voice of Customer and Partner strategy and measurement, including listening points across the journey and metrics such as NPS, CSAT, CES, qualitative feedback, and behavioural signals
• Customer relationship architecture and end-to-end journey orchestration across onboarding, support, growth, renewal, and advocacy
• Experience design across AI-led, digital, assisted, and human interactions, including clear hand-offs that protect trust, quality, and outcomes
• Governance of complex, sensitive, and high-risk customer issues, including Heal Desk, executive complaints, and cross-functional critical issues
• End-to-end complaints management, customer communication governance, and closed-loop operating cadences so customers receive clear updates and issues are driven through to closure
• Root cause analysis and systemic improvement programs that reduce friction, remove recurring problems, and improve retention, loyalty, adoption, and cost to serve
• Leadership of a high-performing customer experience function, including setting direction, building capability, and developing specialist team members

Customer Experience Manager – Mid Market

• Lead MYOB's Voice of Customer and Partner approach
• Own customer relationship architecture and end-to-end journey orchestration
• Govern high-impact issues when normal channels are not progressing
• Work across Product, Design, Technology, Support, Services, Sales, Marketing, Customer Success, Finance, Legal, and Operations to ensure coordinated paths for customers
• Connect fragmented experiences
• Drive stuck issues forward
• Turn customer insights into action and systemic improvement

• Lead MYOB's Voice of Customer and Partner approach
• Own customer relationship architecture and end-to-end journey orchestration
• Step in to govern high-impact issues when normal channels are not progressing
• Work across Product, Design, Technology, Support, Services, Sales, Marketing, Customer Success, Finance, Legal, and Operations to ensure customers experience a single, coordinated path across AI-led, digital, assisted, and human interactions
• Connect fragmented experiences and drive forward issues
• Turn customer and partner insights into action and systemic improvement

Platform Engineer

• Develop and maintain high-quality web applications using the latest technologies.
• Collaborate with cross-functional teams to craft, develop, and deploy new features.
• Ensure the technical feasibility of UI/UX builds.
• Optimize applications for maximum speed and scalability.
• Troubleshoot and debug issues to ensure flawless performance.
• Write and maintain clear, concise, and comprehensive technical documentation.
• Participate in code reviews to maintain high standards of code quality.
• Stay up-to-date with emerging trends and technologies in web development.

API Platform Developer

Administration

• Supporting our customers during their novated lease journey with Flare and ensuring everything runs smoothly from start to finish
• Connecting with customers through different channels and helping out with their queries
• Lending a hand with documentation for the settlement process
• Managing the vehicle onboarding process and lease activations
• Assisting with various in life lease management tasks such as keeping budgets on track or processing claims
• Keeping our CRM leasing system up-to-date with accurate information
• Taking care of any ad hoc admin tasks that pop up along the way

Support Administrator

Designer

• Build a continuous and evidence-based understanding of partners and customers to improve product and service development decisions
• Take responsibility for a specific area of service and experience development within MYOB Mid-Market
• Keep a steady, evidence-supported grasp of the people and experiences within your domain
• Map and build end-to-end experiences across your domain, identifying leverage points
• Lead research on AI adoption within the mid-market and identify where it transforms workflows
• Drive how MYOB approaches AI in design
• Use AI as part of the building craft, applying it to research synthesis and concept generation
• Connect build efforts across squad boundaries where journeys span multiple teams
• Support the design group's common approach via peer evaluation

Senior Service Designer

• Build a continuous and evidence-based understanding of partners and customers
• Improve every subsequent product and service development decision
• Take responsibility for a specific area of service and experience development
• 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
• 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
• Drive how MYOB approaches AI in design
• Connect build efforts across squad boundaries where journeys span multiple teams

Financial Planning and Analysis

• Develop how financial features are built into the Acumatica experience
• Own the agenda within the Embedded Finance squad
• Develop ongoing, data-driven understanding of how partners and customers handle money
• Map and build end-to-end financial experiences across MYOB Acumatica and third-party capabilities
• Build onboarding, activation, and value moments to drive adoption
• Work with external financial services providers from inception
• Incorporate AI within the creative workflow and develop working prototypes
• Contribute to the broader build team through peer review and shared standards

Senior Designer – Embedded Finance

• Own the build agenda within the Embedded Finance squad, driving focus toward the financial moments that matter most to partners and customers.
• Develop and sustain an ongoing, data-driven understanding of how partners and customers transfer and handle money — revealing obstacles, risks, and unaddressed needs that guide squad priorities.
• Map and build end-to-end financial experiences across MYOB Acumatica and the third-party capabilities it connects to, ensuring coherence and real customer value.
• Build onboarding, activation, and value moments that turn coordinated financial capabilities into adopted ones, contributing directly to revenue and growth goals.
• Bring external financial services providers into the build process from inception, working alongside the Mid-Market Partnership Manager to compose coordinated experiences as joint build problems.
• Incorporate AI within the creative workflow — synthesizing research, generating concepts, and developing working prototypes — so the squad can pursue more research and investigate more options.
• Contribute to the broader build team through peer review, shared standards, and a collective understanding of the partner and customer landscape.

Artificial Intelligence

• Partner with teams across MYOB including People Experience, Finance, Technology and Product to deeply understand workflows, challenges and opportunities
• Redesign and optimise ways of working through AI-first approaches, embedding human and agent collaboration into everyday work
• Leverage and extend MYOB’s AI stack, integrations and tooling to deliver scalable, high-impact solutions
• Coach and enable teams to confidently, safely and effectively adopt new AI-enabled ways of working
• Measure and communicate the impact of AI enablement through improvements in speed, quality, throughput and overall team experience

Senior AI Enablement Engineer

Software Engineer

• Drive the development of MYOB's SaaS based business platform
• Enable prospect to purchase and order to cash processes along with accounting, payroll and compliance needs for Mid-Market
• Migrate to and maintain the target state architecture for CRM and ERP solutions for the group
• Ensure that the MYOB Business platform is designed and implemented to optimise the sophisticated systems as a unified business platform
• Take ownership of the integration platform as a domain expert
• Overall responsible for the solution design and architecture decision records for important engineering decisions
• Champion governance and data integrity in the ERP platform
• Define, refine and incrementally move to a technical vision whilst delivering value across the business, customers and partners
• Help migrate from the remaining legacy systems to fit-for-purpose SaaS based solutions
• Contribute to creating a phenomenal team culture by role modelling a collaborative approach with team members

Customer Experience Manager – Mid Market

Customer Experience Manager – Mid Market

Customer Experience Manager – Mid Market

API Platform Developer

Support Administrator

Senior Service Designer

Senior Service Designer

Senior Designer – Embedded Finance

Senior Designer – Embedded Finance

Senior AI Enablement Engineer

Senior Developer