Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Mantel

Location: Melbourne, Victoria, Australia & Sydney, New South Wales, Australia

Job Type: FULL_TIME

Category: Service Design / Digital Transformation Operations

Date Posted: 2026-09-04

Experience Level: 5-10 years

Remote Status: Hybrid

🚀 Role Summary

• Architect and design end-to-end service ecosystems, integrating AI capabilities to bridge human needs and emerging technologies.

• Lead research and rapid prototyping initiatives to validate AI use cases, ensuring ethical considerations, transparency, and user trust.

• Map complex service ecosystems, defining seamless interactions between human roles, automated processes, and AI touchpoints.

• Collaborate closely with data, engineering, and product teams to translate high-level AI concepts into actionable service blueprints and product specifications.

• Drive the strategic definition and execution of service design projects, from goal identification to method selection and output delivery.

📝 Enhancement Note: While the role is for a "Senior Service Designer," the emphasis on AI, GenAI transformation, and integration with data/engineering teams positions this as a highly strategic operations-adjacent role. It requires a deep understanding of how technology, particularly AI, impacts service delivery and operational efficiency. The "operations" aspect is woven into the design and implementation of these AI-powered service ecosystems.

📈 Primary Responsibilities

• Shape and design cohesive, frictionless service experiences across diverse digital and non-digital touchpoints within complex ecosystems.

• Lead user research and rapid prototyping to validate AI use cases, ensuring solutions address genuine user needs while managing ethics, transparency, and user trust.

• Map end-to-end service ecosystems that seamlessly integrate AI capabilities, designing the interaction points between human roles, automated processes, and AI elements.

• Partner closely with data, engineering, and product teams to translate high-level AI concepts into feasible, scalable service blueprints and product specifications for clients.

• Define the strategic approach for service design projects, including identifying project goals, determining scope, and outlining methods and techniques, such as service blueprints, ecosystem maps, customer journeys, and roadmaps.

• Plan and execute service design and research activities within cross-functional teams to deliver actionable outcomes.

• Lead the communication of customer experience and service design ideas and decisions to delivery teams and clients, fostering further exploration and understanding.

• Coach and mentor other designers and consultants, guiding clients in understanding and maintaining good human-centered service design practices.

• Proactively communicate design ideas and decisions to internal teams and clients, contributing to the growth of the internal service design toolkit and capabilities.

• Apply professional judgment, treating colleagues and clients with respect and compassion, demonstrating adherence to the company's five core principles.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design, user advocacy, and operational implementation. The emphasis on AI integration and cross-functional collaboration with data and engineering teams suggests a need for strong operational thinking to ensure these designs are not only user-centric but also technically feasible and scalable within existing or future operational frameworks.

🎓 Skills & Qualifications

Education: While specific educational requirements are not detailed, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field is typically expected for a Senior role. Practical experience and a strong portfolio are often prioritized over formal education.

Experience: 5-10 years of progressive experience in service design, UX design, or a related field, with a significant focus on designing and launching services that incorporate AI or automation. Experience in a consultancy environment is highly advantageous.

Required Skills:

• Proven ability to provide strategic direction and clarity to clients by understanding broader business and user objectives, motivations, opportunities, or problems across multiple platforms, devices, cultures, and geographies (e.g., competitor landscape, market trends, analytics, user research).

• Demonstrated track record of designing and launching services where AI or automation plays a core role, taking concepts from initial discovery to live operational execution in complex environments.

• Skilled in guiding clients and internal teams through the organizational impact of AI, designing clear service transitions, governance, and operating models.

• Proficiency in adapting methodologies and processes to meet the unique needs of clients and their environments to achieve optimal outcomes.

• Strong user research skills, including conducting qualitative and quantitative research, gathering customer insights, and understanding user behaviors, needs, and pain points throughout their journey.

• Excellent communication and influencing skills to shape product strategy, coupled with a user and data-focused design mentality and a commitment to design excellence.

• A proactive and driven approach to solving complex service problems and developing innovative solutions.

• Ability to build strong relationships with technical counterparts within cross-functional teams to deeply understand service problems.

• Experience operating in an Agile/Lean Startup environment.

• Proven ability to interact effectively with all levels of a business, facilitating workshops and meetings.

• Demonstrated ability to exercise professional judgment, treat colleagues and clients with respect, and embody company principles.

• Strong ownership mentality, prioritizing teamwork and clear communication. Preferred Skills:

• Experience with GenAI transformation paths and AI literacy/governance programs.

• Familiarity with cloud, data, and security technologies as they relate to service design.

• Experience in developing and maintaining internal service design toolkits and capabilities.

• A portfolio showcasing a strong understanding of human-centered design principles applied to AI-driven services.

📝 Enhancement Note: The requirements emphasize a strategic, hands-on approach to service design within an AI-first context. The need to guide clients through organizational impact and design governance/operating models highlights the operational depth required, beyond pure design. The "proficiency but not wedded to processes" implies a need for adaptable problem-solving skills, critical in fast-paced operational environments.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase case studies demonstrating the design and launch of AI or automation-driven services from discovery to operational execution.

• Include examples of end-to-end service ecosystem maps and service blueprints, clearly illustrating AI integration points and human-AI interaction design.

• Present evidence of user research methodologies employed and how insights translated into design decisions.

• Demonstrate strategic thinking by outlining how you defined project goals, scope, and chosen methods for complex service design challenges.

• Highlight your ability to influence product strategy and communicate design decisions effectively to diverse stakeholders, including technical teams and clients. Process Documentation:

• Case studies should detail the process of defining strategic approaches for service design projects, including goal setting and scope determination.

• Document your methods for conducting user research and rapid prototyping to validate AI use cases, emphasizing ethical considerations and user trust.

• Illustrate how you mapped end-to-end service ecosystems, detailing the design of interactions between human roles, automated processes, and AI touchpoints.

• Provide examples of how you translated high-level AI concepts into feasible, scalable service blueprints and product specifications, working collaboratively with engineering and data teams.

📝 Enhancement Note: The portfolio requirements are heavily focused on demonstrating practical application of service design principles within an operational context, particularly concerning AI integration. Candidates are expected to show how their design work directly leads to tangible, operational outcomes, including governance and transition planning.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior Service Designers with 5-10 years of experience in major Australian cities (Melbourne and Sydney), and considering the specialized AI/GenAI focus, the estimated annual salary range would be AUD $140,000 - $190,000. This estimate accounts for the demand for AI-related design skills, the consultancy environment, and the cost of living in these major metropolitan areas.

Benefits:

• My Deal Program: Tailored yearly plans for professional development, extra annual leave, side hustle support, or other personal priorities.

• Tools for Success: Provision of a new phone, laptop, and company swag.

• AI-First Career Investment: Access to the Mantel AI Gateway (a secure platform with multiple AI models), a dedicated monthly budget for AI experimentation, and a safe environment to innovate.

• Flexible Personal Leave: Options for unplanned life events.

• Hybrid Work Environment: Flexible approach guided by principles, with trust in employees to make good choices about workplace locations based on project, role, and client needs.

• Career Mobility: Internal opportunities across Cloud, Data, Digital, Delivery & Security.

• Elite Partnerships: Opportunity to work alongside teams with high technical expertise on complex, high-profile projects.

• Certified Family Inclusive Workplace: Commitment to wellbeing through flexible work, parental leave, family care, and family wellbeing initiatives.

Working Hours: Approximately 40 hours per week, with a flexible hybrid approach to working.

📝 Enhancement Note: The salary estimate is based on research from Australian job boards and salary aggregators for senior-level design roles in technology consultancies, adjusted for the specialized AI/GenAI skills and the high cost of living in Sydney and Melbourne. The benefits package is comprehensive, with a strong emphasis on professional development, AI enablement, and work-life balance, which are key attractors for experienced operations and design professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: IT Professional Services Consultancy, specializing in emerging technologies like AI, Digital, Cloud, Data & Security. Mantel positions itself as an AI-enabled consultancy that bridges ambition with practical value delivery.

Company Size: Mid-to-large enterprise (implied by growth across ANZ and "7 years in a row" Great Place to Work recognition). The company size suggests a robust operational structure while maintaining a flat, principle-based hierarchy.

Founded: November 2017. The relatively recent founding, coupled with rapid growth, indicates a dynamic, agile, and forward-thinking organization.

Team Structure:

• Flat Structure: No hierarchy, emphasizing principles over bureaucracy. This fosters direct communication and autonomy.

• Cross-Functional Teams: The Design team works closely with data, engineering, and product teams, indicating a collaborative and integrated approach to project delivery.

• Design Team Specialization: Focuses on end-to-end solutions, GenAI transformation, AI literacy, and governance programs.

Methodology:

• Principle-Based: Driven by five core principles, guiding decision-making and interactions.

• Agile Mindset: Central to their approach, enabling flexibility and rapid iteration.

• AI-First: Fully AI-enabled consultancy, integrating AI into services and internal operations.

• Human-Centered Design: Core to the Design team's approach, ensuring solutions address genuine user needs.

Company Website: https://mantelgroup.com.au/

📝 Enhancement Note: Mantel's culture is characterized by its flat hierarchy, principle-based operations, and strong focus on emerging technologies, particularly AI. This environment is ideal for experienced professionals who thrive on autonomy, collaboration, and driving tangible business outcomes through innovative technology solutions. The "operations" aspect is deeply embedded in their agile, principle-driven delivery model.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior role within the Design practice, acting as a strategic advisor and leader. It sits at a crucial intersection of design thinking and operational implementation, particularly concerning AI and digital transformation. The role is responsible for not just designing but also guiding clients and internal teams through complex technological shifts and their operational implications.

Reporting Structure: Within Mantel's flat structure, direct reporting lines may be less formal. However, Senior Service Designers are expected to lead projects, mentor junior team members, and liaise directly with clients and senior stakeholders across various departments (data, engineering, product).

Operations Impact: The Senior Service Designer directly impacts operational efficiency and client value by:

• Designing AI-powered services that streamline processes, reduce manual effort, and enhance user experiences.

• Developing clear governance and operating models for AI integration, ensuring responsible and effective deployment.

• Guiding organizations through digital transformations, leading to improved operational workflows and strategic advantage.

• Driving AI literacy, which empowers broader teams to leverage new technologies, indirectly improving operational capabilities. Growth Opportunities:

• Leadership Development: Opportunities to lead major client engagements, mentor junior designers, and contribute to the growth of the service design practice and its capabilities.

• AI Specialization: Deepen expertise in GenAI, AI ethics, and AI-driven service design through hands-on projects, access to AI tools, and dedicated budgets for experimentation.

• Cross-Disciplinary Expertise: Gain exposure and develop skills in Cloud, Data, Digital, Delivery, and Security through internal opportunities and project rotations.

• Consulting Acumen: Enhance strategic advisory skills, client relationship management, and business development within a dynamic consultancy environment.

📝 Enhancement Note: The growth trajectory for this role extends beyond traditional design, pushing into strategic operational leadership within AI-driven transformations. The flat structure and focus on principle-based work encourage rapid development and exposure to diverse business challenges.

🌐 Work Environment

Office Type: Hybrid work environment, guided by principles and client needs. This implies a blend of remote work and in-office collaboration, with the location determined by project requirements and team dynamics.

Office Location(s): Melbourne (level 2/452 Flinders St) and Sydney (level 21/580 George St), Australia. These are central business district locations, offering professional and accessible workspaces.

Workspace Context:

• Collaborative Environment: The flat structure and emphasis on cross-functional teams foster a highly collaborative atmosphere, encouraging open communication and idea sharing.

• Technology Enabled: As a fully AI-enabled consultancy, expect access to cutting-edge tools, including the Mantel AI Gateway, for experimentation and project work.

• Client-Centric: The workspace flexibility means teams will often co-locate with clients or adapt their working arrangements to best serve project demands, promoting deep integration.

Work Schedule: Approximately 40 hours per week, with a flexible hybrid approach. This allows for a balance between structured project work and personal flexibility, aligning with the company's principle-based approach.

📝 Enhancement Note: The hybrid nature of the work environment, coupled with client-facing demands, requires adaptability and strong self-management skills. The focus is on delivering value, with the workspace and schedule being flexible tools to achieve that.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of CV and portfolio by a recruitment specialist or hiring manager to assess alignment with core requirements.

• Technical/Design Interview: In-depth discussion about service design methodologies, AI integration experience, user research techniques, and problem-solving approaches. Expect scenario-based questions.

• Portfolio Presentation: A dedicated session where candidates present selected case studies, showcasing their process, impact, and strategic thinking, particularly focusing on AI-driven service design.

• Cultural Fit/Principle Alignment Interview: Discussion to assess alignment with Mantel's five principles, collaboration style, and ability to thrive in a flat, autonomous environment. This may involve behavioral questions.

• Final Interview: Potentially with senior leadership to discuss strategic vision, client advisory capabilities, and long-term career aspirations within Mantel.

Portfolio Review Tips:

• Curate for AI Impact: Select case studies that prominently feature AI or automation, clearly articulating the problem, your design process, the AI solution, and the tangible outcomes (e.g., efficiency gains, improved user satisfaction, strategic advantage).

• Showcase End-to-End Process: Detail your role in the entire lifecycle – from initial discovery and user research to service blueprinting, prototyping, and guiding implementation/transition.

• Quantify Results: Whenever possible, use metrics to demonstrate the impact of your designs. This could include efficiency improvements, cost savings, user adoption rates, or client satisfaction scores.

• Highlight Strategic Thinking: Explain why certain design decisions were made, how they aligned with business objectives, and how you navigated complex stakeholder landscapes.

• Demonstrate Adaptability: Showcase instances where you adapted your methodology to suit client needs or overcome project challenges.

Challenge Preparation:

• AI Service Design Scenarios: Be prepared for hypothetical challenges involving designing an AI-powered service for a specific industry or problem. Focus on user needs, ethical considerations, and operational feasibility.

• Process Improvement Case Study: You might be asked to analyze a hypothetical or real-world service and propose improvements using design thinking and AI integration.

• Workshop Facilitation: Practice articulating design concepts and facilitating discussions around complex service challenges, demonstrating your ability to guide stakeholders.

📝 Enhancement Note: The interview process is designed to assess not only design skills but also strategic thinking, AI expertise, client advisory capabilities, and cultural fit within Mantel's unique operational framework. A strong, relevant portfolio is critical.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping Tools: Figma, Sketch, Adobe Creative Suite (Illustrator, XD), Miro, Mural, InVision, Axure RP.

• User Research Platforms: UserTesting.com, Lookback, SurveyMonkey, Qualtrics, Optimal Workshop.

• AI/GenAI Platforms: While not explicitly listed, familiarity with AI model interfaces, prompt engineering basics, and understanding of AI capabilities from platforms like OpenAI, Google AI, or similar will be beneficial. Access to Mantel's proprietary "Mantel AI Gateway" is a key resource.

Analytics & Reporting:

• Web/App Analytics: Google Analytics, Adobe Analytics.

• Business Intelligence/Dashboarding: Tableau, Power BI, Looker (for understanding data insights that inform design).

• Customer Feedback Tools: Zendesk, Intercom, internal survey tools.

CRM & Automation:

• CRM Systems: Salesforce, HubSpot (understanding how services integrate with CRM is often relevant).

• Workflow Automation: Familiarity with concepts behind tools like Zapier, Make (formerly Integromat), or enterprise automation platforms used by clients.

📝 Enhancement Note: The technology stack emphasizes tools used for design, research, collaboration, and understanding data. The specific mention of the "Mantel AI Gateway" highlights a company-specific proprietary tool, indicating a strong focus on AI experimentation and development.

👥 Team Culture & Values

Operations Values:

• Principle-Driven: Adherence to Mantel's five core principles (specifics not detailed but likely include collaboration, integrity, innovation, client focus, and autonomy) is paramount. These principles guide daily decisions and interactions.

• AI-First Innovation: A strong commitment to leveraging AI and emerging technologies to deliver value and drive transformation.

• Human-Centricity: A deep respect for understanding and serving human needs, even within an AI-focused context.

• Excellence & Quality: A drive for high-quality outcomes, best practices in design, and continuous improvement.

• Collaboration & Support: A culture of mutual respect, compassion, and shared responsibility, particularly within cross-functional teams.

Collaboration Style:

• Flat Hierarchy: Encourages open communication, direct feedback, and shared ownership among all team members, regardless of seniority.

• Cross-Functional Integration: Seamless collaboration with data scientists, engineers, product managers, and consultants to ensure holistic solution development.

• Client Partnership: Working closely with clients as trusted advisors, facilitating workshops, and co-creating solutions.

• Knowledge Sharing: Proactive sharing of insights, best practices, and growth in internal capabilities, particularly within the design community.

📝 Enhancement Note: Mantel's culture is built on a unique foundation of principles, autonomy, and a forward-thinking approach to technology. The emphasis on collaboration and mutual respect is crucial for navigating its flat structure and delivering complex projects effectively.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating AI Ethics and Trust: Designing AI services that are transparent, fair, and build user trust, especially in sensitive applications.

• Organizational Change Management: Guiding clients and internal teams through the significant organizational and operational shifts that AI adoption necessitates.

• Balancing Human Needs with AI Capabilities: Ensuring that AI enhances, rather than detracts from, the human experience and operational effectiveness.

• Rapid Technological Evolution: Staying ahead of the curve in a fast-paced AI landscape and continuously updating design approaches and toolkits.

• Client Education and Adoption: Helping clients understand the value and implementation of AI-driven services and fostering adoption.

Learning & Development Opportunities:

• AI Specialization: Deepen expertise in GenAI, AI strategy, and ethical AI through hands-on projects, internal resources (Mantel AI Gateway), and dedicated budgets for experimentation.

• Consulting Skills Enhancement: Develop advanced client advisory, stakeholder management, and strategic problem-solving skills within a leading consultancy.

• Cross-Disciplinary Exposure: Opportunities to work on projects spanning Cloud, Data, Digital, Delivery, and Security, broadening your technical and operational understanding.

• Mentorship and Leadership: Grow leadership capabilities through mentoring junior team members and leading significant client engagements.

• Industry Engagement: Potential to attend industry events, contribute to thought leadership, and build a professional network.

📝 Enhancement Note: The challenges are inherent to working at the forefront of AI and digital transformation in a consultancy setting. The growth opportunities are designed to equip professionals with advanced skills and strategic perspectives needed to tackle these challenges and advance their careers.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service design challenge you faced involving AI. How did you approach it, what was your process, and what was the outcome?" (Focus on your strategic approach, problem-solving, and AI integration).

• "How do you balance genuine user needs with the capabilities and ethical considerations of emerging AI technologies in your service designs?" (Prepare to discuss user research, AI ethics, and user trust).

• "Walk me through how you would design an AI-powered customer support system for a specific industry, considering both user experience and operational efficiency." (Be ready to outline your methodology, key touchpoints, and potential operational impacts). Company & Culture Questions:

• "How do you see Mantel's five principles influencing your approach to service design and client engagements?" (Research the principles and be ready to link them to your work).

• "Given Mantel's flat structure, how would you approach collaborating with engineers and data scientists on a complex AI project?" (Emphasize communication, respect, and shared goals).

• "How do you measure the success of a service design initiative, especially one involving AI?" (Discuss metrics, ROI, and impact on both user experience and business operations). Portfolio Presentation Strategy:

• Storytelling: Structure your case studies as compelling narratives: the problem, your role and approach, the solution (highlighting AI), the challenges overcome, and the measurable impact.

• Visual Clarity: Use clear diagrams, service blueprints, and user journey maps. Ensure your AI integration points are explicitly shown.

• Focus on Impact: Quantify results wherever possible. Explain the "so what?" – how did your design drive business value or improve user lives?

• Engage Your Audience: Be prepared to answer detailed questions about your process, decisions, and the feasibility of your solutions. Practice articulating your thought process clearly and concisely.

• Tailor to Mantel: Emphasize projects that demonstrate experience with AI, transformation, and consultancy-style client work.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, deep understanding of AI's role in services, strong user advocacy, and the ability to thrive in Mantel's unique operational and cultural environment.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided link on the Mantel careers page.

• Portfolio Customization: Curate your portfolio to prominently feature 2-3 case studies demonstrating your experience with AI-driven service design, user research, and end-to-end solution development. Clearly articulate the problem, your process, the AI integration, and quantifiable outcomes.

• Resume Optimization: Tailor your resume to highlight keywords from the job description, such as "Service Design," "AI Strategy," "User Research," "Prototyping," "Service Blueprints," "Ecosystem Mapping," and "Agile." Emphasize achievements related to designing and launching complex services.

• Interview Preparation: Practice articulating your design process, AI integration strategies, and client advisory skills. Prepare to present your portfolio with confidence, focusing on the impact and strategic rationale behind your work.

• Company Research: Familiarize yourself with Mantel's five principles, their AI-first approach, and their commitment to emerging technologies. Understand their consultancy model and client base to articulate your fit and enthusiasm.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.