Service Design Consultant

Job description

Experience Designer, Song Service CL9 - Consultant London, Edinburgh We are Accenture Song, the world's largest tech-powered creative group. For us, customer experience is not an add-on; it’s foundational to who we are and how we empower our clients. As the world’s largest, most disruptive agency, we drive lasting growth for clients by helping them design, build, and run meaningful experiences that make people’s lives better, more productive, and more meaningful. As an Experience Designer in Accenture Song Service, you will play a pivotal role in shaping AI-enabled customer service experiences, working across the full design lifecycle from research and ideation through to prototyping and delivery on complex transformation programmes. Our mission: Is to help our clients to deliver exceptional human and agentic experiences that deliver simplicity, cost transformation, and an engine for growth. Every interaction is a moment to resolve, deepen trust, build loyalty, and demonstrate the brand promise when it counts most. 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. As a team The Service practice sits within Accenture Song. Our vision is to deliver iconic client outcomes. A shared purpose for our people; to grow, to build new skills, and do our best work. We focus on: Reinventing customer service across physical, digital/app-based and AI-powered channels Data-driven transformation across service to reduce cost and drive growth Designing future-ready service models, enabled by platforms, data and automation Embedding GenAI, intelligent automation and decisioning into customer service journeys and operations Supporting clients to define a customer-first mindset, helping them shape their business and operating models Delivering measurable business outcomes, not just great experiences We work across the full lifecycle: from ambition and vision, through design and experimentation, to scaled delivery and adoption. What you’ll do Shape AI-enabled service transformations Own workstreams within AI experience design projects; from research and ideation through to prototyping and delivery Contribute to the design of AI-augmented customer service journeys, including chatbots, copilots, agent assist and intelligent workflows Translate research and insight into service blueprints, user flows, wireframes and design systems that can be implemented and scaled Use generative technology and emerging tools to create proof of concepts, accelerate discovery, concept, prototype and test ideas Facilitate co-creation workshops with clients, stakeholders and users to generate and validate service concepts Deliver design craft at pace Work with proficiency in Figma, Miro and collaborative design tools and actively build skills in Claude Code, Codex, Gemini, Lovable, Midjourney and Runway for design-to-code and generative workflows Demonstrated ability to design and iterate on human-centered interfaces, including experience with prompt patterns, uncertainty/confidence visualization, and designing for non-deterministic system outputs Conduct user research; interviews, ethnographic studies, usability testing and synthesise insights into clear design recommendations Prototype service solutions from low-fidelity concepts to high-fidelity interactive experiences Test and iterate based on user feedback and business insights, with a bias toward learning quickly Collaborate across disciplines Collaborate with technologists, data scientists, product leaders, strategists, Forward Deployed Engineers and delivery teams to deliver integrated solutions Contribute to a culture of user-centricity and continuous improvement within the team and with clients Present design thinking and rationale clearly to client stakeholders, with confidence in communicating creative decisions Grow people, capability and the practice Contribute to thought leadership, templates and reusable design assets in AI experience design Stay current on AI design tools, industry trends and emerging methodologies in service design and conversational UX Actively develop your AI fluency, understanding what AI can and cannot do in a service design context Experience Required Professional experience in Service Design, UX Design, Product Design or a related field, with involvement across the end-to-end design process (shaping, designing, testing, refining, launching). The most important thing for us is that you display the right mindset: intellectual curiosity, genuine care for the people using the services you design, and a willingness to work at the intersection of human-centred design and emerging AI. Core experience Strong background in service, product or experience design A portfolio that demonstrates design thinking, craft and the reasoning behind your creative decisions Experience working with user research methods; interviews, workshops, usability testing, ethnographic studies Ability to produce service blueprints, journey maps, user flows, wireframes and design systems Experience working within cross-functional teams and contributing to complex, multi-stakeholder projects Strong communication skills; able to present and rationalise design decisions clearly to non-design stakeholders AI, data and technology awareness Agentic experience and experience delivering GenAI-enabled services (e.g. conversational AI) Practical experience working with or alongside: AI tools such as ChatGPT, Claude, Midjourney, Runway, ElevenLabs, GitHub Copilot or a custom AI design stack Design-to-code tools: Claude Code, Lovable, Replit or a willingness to learn Cloud-based customer platforms (Salesforce, Microsoft Dynamics, AWS, etc.) A track record of integrating AI into your design process through research, prototyping, testing or internal tooling Genuine curiosity about how AI changes what services feel like to use and how design needs to adapt Leadership & consulting skills Strong analytical and problem-solving capability Ability to work effectively within agile, collaborative, fast-moving consulting environments Confidence presenting design rationale and trade-offs to client stakeholders Comfortable collaborating with technologists, data scientists and product leads to deliver integrated solutions Experience working across multi-channel services (digital, contact centre, AI-driven) is a plus Set yourself apart A design portfolio that includes AI-enabled products, conversational experiences or agentic service design work Certifications in Agile, Product Design, Service Design or Cloud platforms Thought leadership or asset development in AI experience design or service innovation Contact centre platform experience (e.g. Genesys, Sierra, Decagon, Parloa, PolyAI, NICE Cognigy, Agentforce Contact Centre and Amazon Connect) Experience in Telco, Financial Services or Public Sector; our highest-demand client verticals 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: 30 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 t