Service Design Manager

Accenture Song Career Opportunity

Accelerate your career in a dynamic and innovative digital marketing agency that's redefining how organizations 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.

As a team - Song Service:

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.

The Service practice sits within our Song business. We work across Financial Services, Health & Public Sector and Communications Media and Technology clients. In Service, we help our clients define, plan and deliver changes that impact end customers and the front-office.

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

• Work with famous brands and household names – no worrying about how to explain what you do to your family again!

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

• Redefine customer journeys and personalise interactions to create significant and consistent experiences

• Be at the forefront of physical and digital engagement models to give their customers a seamless service model

• Re-invent the customer 'ecosystem' as products / services spread across organizations

• Learn about the latest trends in customer data and experience from a customer, colleague and operations perspective and utilize this data to help organizations maximize value from their customer interactions

• Understand how to shape and deliver transformational solutions for clients who are looking to better understand their customers and how they engage with their products and services

• Have the opportunity to deepen your practitioner knowledge in areas such as GenAI and human-centered design

• Shape and help deliver integrations of cloud-based customer platforms (e.g. Salesforce, Microsoft Dynamics, AWS)

• Work with and learn from high-performing individuals across Accenture's Global Network with varied specializations who are passionate about helping organizations champion the customer

You'll learn, grow and advance in an innovative culture that thrives with shared success, innovative ways of thinking and enables boundaryless opportunities that can drive your career in new and exciting ways.

If you're looking for a challenging career working in a vibrant environment with access to training and a global network of specialists, this is the role for you.

In this role your responsibilities will be to:

• Lead high-performing teams and hold critical roles in large-scale transformational programs for clients

• Spend most of your time working on client projects and/or sites, delivering a project, and working alongside Song Service Leadership to broaden our client base and delivery scope

• Become a trusted advisor and build meaningful relationships with senior client leadership

• Design and deliver compelling customer propositions

• Provide line management to more junior team members

• Work with Accenture teams to bring innovative solutions and new ideas to our clients to challenge their existing ways of working and strengthen Accenture's brand and position

• Collaborate globally with Accenture's Global Network to add further value and enhance delivery

• Contribute to the Service Practice with extracurricular activities, including developing Thought Leadership

• Undergo regular training to remain at the forefront of emerging trends and technologies

Experience Required:

The most important thing for us is that you display the right attitude. We would like you to actively contribute to our community and clients as practitioners, think logically and analytically to solve problems and engage others. We want you to be driven to develop yourself and others, as well as having a 'big picture' understanding of customer service trends.

As well as the above, you should have strong experience/expertise in one or more of the following areas:

• Content

• 'Multi-channel' experience of future-state customer propositions, covering service across various channels (e.g. in store/branch, online, mobile, customer contact including telephony, chat, chatbot etc.)

• Working understanding of how CX can drive business value and ability to build and deliver a C-Suite value narrative

• Advanced CX Measurement including Customer Lifetime Value (CLV) and sentiment analysis

• Customer Value Management and mobilisation of customer-oriented programmes

• Defining contact centre strategies, leveraging cloud platforms

• Defining new propositions / business models

• Delivery

• Ability to operate at all stages of a project/programme lifecycle, from proposal through to full programme delivery and experience managing risks and working with senior stakeholders

• Experience owning end-to-end workstreams, managing project timelines and resource, ensuring project milestones are met. Ensures all appropriate reporting is in place.

• Understanding of Agile techniques and frameworks and experience in leading Agile teams to drive value for customers and improve business performance

Skills & Industry Experience:

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

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

• Strong leadership skills, with proven experience in providing line management and performance management for more junior team members

• Experience with the deal economics of selling/delivering professional services work

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

Set yourself apart:

• Experience in owning and managing business outcomes

• Be certified in Agile and/or Product Ownership methodologies

• Be certified in one of the major cloud providers (e.g. Salesforce, AWS, Microsoft Azure, etc)

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.