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.

• 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

• 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