Lead Product Designer - Service Collection

Working at Atlassian
Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
About the role
We're looking for a Lead Product Designer to shape the vision and system for the JSM Help Center and drive the integration of AI-powered experiences across Atlassian's product ecosystem. This is a multi-faceted role requiring excellence in visual design, interaction design, information architecture, and systems thinking. You will define how millions of users interact with Atlassian products, balancing clarity, craft, and AI-enhanced capabilities.
In this role, you will

• Lead design projects from creation to execution and be responsible tying back to customer value delivery and outcomes
• Have a large amount of ownership and autonomy across the entire design process; rather than designing individual features, you'll define the end-to-end experience - problem framing, research, systemization, flows, visuals, prototyping, handoff, and launch quality.
• Make a substantial impact at scale. We have more than 10M users all around the world, and teams both large and small depend on our software to do their work. As a lead designer you will be involved in everything from problem definition to research through to UI implementation.
• Collaborate with some of the smartest (and nicest) people in the industry. Day-to-day you'll work within a diverse product team, collaborating with Engineers, Product Managers, Content Designers, Marketing Experts, and Analysts.
• Be a true champion for our users by advocating for accessibility, transparency, and ethical AI
• Mentor and coach designers, facilitating critiques, growing AI design literacy, and elevating team culture.

Your background

• 10+ years of professional UX/product design experience with a strong portfolio of high‑impact work (including AI‑driven or complex data experiences)
• High level of craft for visual design execution
• Proven ability to set product/design strategy, define system architectures, and drive clarity in ambiguous problem spaces.
• Passion for story-telling, the ability to bring design direction to life with compelling narrative
• Experience balancing customer needs with business goals, market viability, and technical feasibility
• The ability to measure success with qualitative and quantitative methods
• Mentor, grow and support a team of designers
• Facilitation and cross-functional collaboration skills: you can demonstrate the ability to integrate the work of multiple teams, solicit and synthesize feedback, and facilitate design discussions that lead company wide outcomes

Great to have

• Domain knowledge in service management or customer support processes. An understanding of how support teams create and deliver knowledge to their employees and customers.
• Experience in consumer-facing design - an understanding of how customers can offer top tier support experiences to increase customer loyalty
• Experience in AI products across search, chat, and agents

Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits .
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .