Senior Service Designer About Us Mantel is an Australian-owned IT Professional Services consultancy, focused on emerging technology to help advance our clients by leveraging AI, Digital, Cloud, Data & Security technology. We are a fully AI-enabled technology consultancy and the partner that bridges the gap between blue-sky ambition and practical steps to deliver value. Since our inception in November 2017, we have experienced remarkable growth across Australia & New Zealand and are honoured to be recognised as a Great Place to Work for 7 years in a row! We hire smart and talented people and get out of their way. As a principle-based organisation, we have a flat structure with no hierarchy. By focusing on our five principles and not getting caught up in red tape, we trust you to get the job done! Our Design team develops end-to-end solutions that help organisations move from idea to delivery, focusing on making human decisions about digital products. This includes defining the complete GenAI transformation paths and delivering organisation-wide AI literacy and governance programs. Your day-to-day We’re looking for a Senior Service Designer who knows how to design for an AI-powered world. Someone who can architect end-to-end service ecosystems, balance human needs with emerging technology, and guide AI concepts from initial blueprinting all the way to live execution. As a Senior Service Designer with Mantel, you will enjoy working in our collaborative, flat-structured environment. We offer a diverse and exciting range of projects across established and greenfield environments, with an agile mindset at the heart of what we do. Shape and design cohesive and frictionless service experiences within a range of complex ecosystems of digital and non-digital service touch points Lead 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 integrate AI capabilities, designing how human roles, automated processes, and AI touchpoints interact seamlessly Partner closely with data, engineering, and product teams to translate high-level AI concepts into feasible, scalable service blueprints and product specifications for clientsDefine the strategic approach for service design projects. This includes identifying project goals, determining the scope of work, and outlining the methods and techniques to be used, including driving outputs such as service blueprints, ecosystem maps, customer journeys, prototypes or roadmaps Define the approach, plan which methods to use, and deliver actionable outcomes by carrying out service design and research activities within a cross-functional team Lead the communication of customer experience and service design ideas and decisions to the delivery team and our clients for further exploration Coach and mentor other designers, as well as guiding our clients to understand and maintain good human-centered service design practices Be proactive in communicating design ideas and decisions to the team and our clients for further exploration and actively grow the internal service design toolkit and capabilities of designers and consultants across the business Use professional judgement while treating colleagues and clients with respect and compassion, and a demonstrated ability to display our five Mantel principles What you’ll need to be successful Proven ability to provide clients with strategic direction and clarity through understanding the wider business and user objectives, motivations, opportunities, or problems across multiple platforms, devices, cultures, and geographies (e.g. competitor landscape, market trends, analytics, user research, etc.) 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 your methodology but not wedded to the processes - demonstrated experience in pivoting and adapting to the unique needs of our clients and their environments to get the best outcomes Strong user research skills to conduct qualitative and quantitative research, gather customer insights, and understand user behaviours, needs, and pain points throughout their journey Strong communication skills to influence and inform product strategy, with a user and data-focused design mentality and commitment to design excellence Driven to solve interesting and complex service problems and develop solutions to make services better You are passionate about understanding and helping humans and can build relationships with technical counterparts within a cross-functional team or from the wider business to deeply understand the service problem You can be a trusted advisor to our clients and have experience operating in an Agile/Lean Startup environment As a skilled communicator and influencer, you are comfortable with interacting with all levels of the business and able to facilitate effective workshops and meetings At Mantel, we want you to be yourself. We trust our team members to use their professional judgment while treating colleagues and clients with respect, compassion, and professionalism in alignment with our five principles. You take ownership, always stepping up to help and prioritising your teammates. You're also a clear, kind communicator who makes sound decisions based on good judgement. What you can expect from us We believe in unique experiences for all. Our My Deal program allows you to tailor your yearly plan, with the support of your Leader, to decide on what’s most important to you. That might be extra professional development, extra annual leave, time to work on your side hustle, or something else completely different! One size does not fit all. You’ll get all the tools you need to hit the ground running including a new phone, laptop & swag. A true investment in your AI-first career. We are a fully AI-enabled consultancy and provide you with the tools to lead. This includes access to the Mantel AI Gateway, our secure, centralised platform with multiple AI models, plus a dedicated monthly budget and a safe environment to experiment and innovate. You’ll be genuinely supported by an organisation that cares about not only you but your family as well, Mantel offers Flexible Personal Leave options for those unplanned moments in life. We support a flexible hybrid approach to working which is guided by our principles; we trust each other to “make good choices” about the best workplace locations for the requirements of the project, role and client. This can change based on our client needs. We know you won’t have one job for life. At Mantel, we believe in supporting our team to take their career in a direction that aligns with their passions. We have internal opportunities across Cloud, Data, Digital, Delivery & Security. Our elite partnerships are a direct result of our deep platform mastery. For you, this means you'll be working alongside teams with the highest levels of technical expertise and tackling the most complex, high-profile projects on the market. Check out our partner awards and recognitions here . Mantel is a certified Family Inclusive Workplace, which means we are committed to improving your wellbeing at work through leading practices on flexible work, parental leave, family care and family wellbeing We value a diverse workplace and strongly encourage people from all backgrounds and minority groups to apply. Department Digital Role Design and Product Locations Melbourne, Sydney Remote status Hybrid Employment type Full-time