Service Design Consultant

Service Designer

Accelerate your career in a dynamic and innovative digital marketing agency that’s redefining how organizations in Song Service connect with stakeholders and deliver value.

Join Accenture Song, a fast-growing division dedicated to crafting transformative digital experiences at scale. As part of Song Service, you’ll support a portfolio spanning health services, government agencies, education, and public sector institutions. Help leading organizations thrive by combining creativity, data-driven insights, and cutting-edge technology. Grow alongside our global network of talent, and help drive impactful change for some of the world’s most mission-driven institutions.

We are seeking a talented and experienced Service Designer to join our Song Service team. As a Service Designer, you will play a crucial role in helping clients understand and improve their services by applying human-centered design tools and principles. You will define and develop new services and the artifacts necessary to communicate, iterate, and launch them, playing a key role in making the complex simple, bringing together research, design, technology, business, and organizational considerations across the end-to-end experience.

At Accenture Song Service, we are dedicated to crafting transformative digital experiences at scale. Our purpose is to champion the customer, helping businesses across all industries build relevant and significant relationships and interactions with their customers – both B2B and B2C. You’ll support a portfolio of clients spanning industries such as health and public sector, financial services, communications and media technology, and many more. Working alongside a diverse network of talent, you’ll help drive impactful change for some of the world’s most mission-driven institutions. As part of the Service team, you will:

• Be at the forefront of the industry to create, own, and make it a reality for clients looking to better serve their connected customers and operate always-on enterprises.

• Support clients to define a customer-first mindset, helping them shape their business and operating models.

• Redefine customer journeys and personalize interactions to create significant and consistent experiences.

In this role your responsibilities will be to:

• Own workstreams within design projects with our clients from research and ideation to prototyping and implementation.

• Work with the team to develop key service design tools, such as customer journey maps, service blueprints, personas, and experience flows to visualize user needs and pain points.

• Facilitate co-creation workshops with clients, stakeholders, and users to generate innovative service concepts.

• Collaborate with UX/UI designers, business analysts, strategy consultants, developers, and other stakeholders to ensure service solutions are feasible and aligned with business objectives.

• Prototype service solutions, including low-fidelity concepts and high-fidelity interactive experiences.

• Test and iterate on service prototypes based on user feedback and business insights.

• Advocate for human-centered design within the firm and with clients, fostering a culture of user-centricity and continuous improvement.

• Stay updated on industry trends, methodologies, and emerging technologies in service design and customer experience.

• Conduct qualitative and quantitative research, including user interviews, workshops, surveys, and ethnographic studies.

Experience Required:

Professional experience in Service Design and participating in all aspects of an end-to-end design process (e.g. shaping, designing, testing, refining, launching).

The most important thing for us is that you display the right mindset. We would like you to actively contribute to our community and clients as practitioners, think creatively and have the ability to work easily within large teams with different perspectives and skillsets. We want you to be driven to develop yourself and others, as well as having a 'big picture' understanding of customer service trends.

Craft:

• Experienced in working with teams to reimagine, shape and define services that deliver true value for our clients

• Ability to collaborate with design researchers to uncover, define and communicate user needs, pain points, values and behaviors that drive experience opportunities and design recommendations

• Ability to define north star visions and strategic service and value propositions that deliver against our client’s business strategy

• Understand, analyze and map complex journeys and processes

• Experience defining service concepts, blueprints, and other service design artifacts

• Experience leading Service Design workstreams on projects, including client workshops, creative brainstorms, and service definition

• Experience working collaboratively with cross-discipline teams to bring integrated value to our clients

• Have strong communication skills and confident presenting and rationalizing your design decisions effectively

Delivery:

• Ability and confidence to appropriately and respectfully challenge technical and strategic perspectives within delivery teams

• Work to create elegant, effective, and efficient end-to-end services, working in collaboration with design leads and peers at a project level

• Lead in solving design problems, from identifying user needs and generating service concepts to defining and creating a product and crafting how people will interact with them

• Communicate design concepts for digital products through various service design artifacts such as user journeys, interactive prototypes, and service blueprints

• Ability to identify and communicate the organizational value of service designs to business stakeholders

Client and Industry Experience:

• Work in collaboration with client teams (both public and private sector) to understand the user, business, and brand

• Present thinking through appropriate methods to gain feedback and iterate your thinking

• Create quality client deliverables

• Support new business development efforts by inputting into pitch efforts and client meetings

• Comfortable with hybrid working. Every project is different, but we love our team to be in the studio and in our client’s office to work collaboratively

• Possess strong analytical, problem-solving skills and be able to utilize continuous improvement techniques

• Strong interpersonal skills, with the ability to influence senior stakeholders

• Experience in one or more of the following industries: Financial Services, Health and Public Sector, and Communications Media & Tech

Set yourself apart:

• Eligibility for Baseline Personal Security Standard (BPSS) checks

• Experience working with Government Digital Service (GDS) standards and the Gov.uk design system

• Experience in owning and managing relationships with senior leadership (either with your clients or internal partners)

• Experience in owning and managing business outcomes

• Relevant certifications in Service Design or related discipline

About Accenture:

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other. We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work. At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™. Join Accenture to work at the heart of change.