Service Design Consultant

Job Description

Service Designer, Song Service

CL9 - Consultant

London, Manchester, Edinburgh

Accelerate your career in a dynamic and innovative digital marketing agency that’s redefining how organizations inSong 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 artefacts necessary to communicate, iterate and launch them, playing a key role making the complex simple, bringing together research, design, technology, business and organizational considerations across the end-to-end experience.

As a team - Song Service:

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 personalise 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.
  

Qualification

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 behaviours 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, analyse and map complex journeys and processes
  

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

• 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 rationalising 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 artefacts such as user journeys, interactive prototypes and service blueprints
  

• Ability to identify and communicate the organisational 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 utilise 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
  

Applications with a design portfolio demonstrating appropriate experience in Service Design or similar role is required to be considered.

What’s in it for you:

Our Total Rewards consist of a competitive basic salary, annual performance bonus, opportunities to acquire equity and a wide range of health and wellbeing benefits. These include perks such as:

• 25 days of leave to spend each year plus 3 extra volunteering days per year for charitable work of choice.
  
• Family-friendly and flexible work policies.
  
• Attractive pension plan with financial wellbeing support and resources.
  
• Private healthcare insurance plan and Mental Wellbeing support.
  
• Employee Assistance Programme, Career Development and Counselling.
  
• A range of generous Parental Leave offerings.
  

Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the outstanding services we are known for.

Please note that with all our roles, you should expect some in-person time for collaboration, learning and building rapport with clients, peers, leaders and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

Accenture is an equal opportunities employer and encourages applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity.

Locations

London

Additional Information

Equal Employment Opportunity Statement

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Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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About Accenture

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