Service Designer Consultant

Accenture Song: Driving Growth Through Design

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence.

Our mission within our Design Experience practice is to make people’s lives better and drive sustainable growth for clients by reimagining industries, value propositions, products and services, and operating models. Globally, we are a community of 2,000 designers, strategists and innovative brains working across geographic boards with the same mission. With expertise in human-centered design, growth strategy, business, service, and interaction design, customer and employee experience, organization design, and venturing and incubation, we design holistic experiences that resonate and evolve with its users, supporting brand values across a wide variety of touchpoints.

At Accenture Song, Service & Experience Design are at the heart of our design process. Our service and experience designers are a diverse team of strategic, empathetic thinkers and deep interaction specialists who envision and craft experiences across digital and physical channels.

The Service Designer Consultant Role

As a Service Designer Consultant, you will contribute to interaction design and service design activities on projects, including client workshops, creative brainstorms, interaction design, and service design definition. This is your opportunity to be part of a team that is creating positive impact for our clients and the world by creating products and services that people love.

• Uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design.
• Participate in and occasionally lead service and experience design activities, including client workshops, user interviews, and creative brainstorms.
• Collaborate with our strategy, business design, and product design teams to understand user and business needs, identify design opportunities, and create meaningful service experiences.
• Making ideas tangible for your client through visual storytelling and service design techniques.
• Drive a user-centered design process that spans all phases of development, from framing a service opportunity to coordinating service delivery implementation.
• Explain, discuss, and justify design decisions eloquently. Give effective feedback and direction to other team members.
• Frame and tell the story of design solutions, explaining the teams thinking and rationale in a compelling way. Contribute to the communication of research findings, conceptual ideas, service strategy, service delivery, and implementation.
• Own service and experience design deliverables such as behavioral customer segmentation, experience maps, user journeys, service blueprints, interaction models, process documentation, and workflows.
• Advance the practice of Service and Experience Design as a discipline and practice, building and pulling in state-of-the-art methods from external and internal expertise.
• Be a service and human-centered design ambassador within Accenture and the broader design community, attending and helping to plan practice and community events, workshops, and conferences. Contribute to articles, books, and other media on behalf of Accenture Song.

What You Need

Experience and Expertise:

• 3+ years of in-depth knowledge and hands-on experience in design research, interaction design, and service design across diverse users, business challenges, and both digital and physical touchpoints.
• 3+ years of experience driving and applying user-centered design processes and activities.
• 2 years of experience planning, designing, facilitating, and synthesizing workshops.
• 2 years of experience creating experience maps, user journeys, service blueprints, interaction models, user flows, and wireframes.
• 2 years of experience with rapid prototyping methods, ranging from paper sketching to digital prototypes.

Skills and Knowledge:

• Strong knowledge of and curiosity about technology and its impact on design solutions.
• Understanding of various specializations within the broader design landscape, including (but not limited to) Business Design, Growth Strategy, Product Design, Visual Design, and Content Design.
• Willingness to expand your skillset into adjacent specializations while refining your primary expertise.
• Ability to lead teams in creating experience maps, user journeys, service blueprints, interaction models, process documentation, and workflows.

Additional Requirements:

• A minimum of a high school diploma or GED is required.
• Must be eligible for Reliability Clearance Status.
• Proficiency in English is essential, as this role involves regular interaction with stakeholders across Canada, the US, and other countries where English is the common language. Due to the high volume of English-speaking interactions inherent to this position, reorganizing activities to avoid this requirement is not feasible.

Bonus Points If You Have

• Eligibility to obtain Security Reliability clearance.
• A Bachelor’s degree or equivalent experience in a related field.
• Composure in high-pressure situations with a “big-picture” perspective.
• Ability to quickly learn new software; experience with tools such as Microsoft Office, Adobe Creative Suite, Sketch, Figma, Axure, Confluence, ADO, or JIRA is a plus.
• Experience working collaboratively with customers and cross-functional team members.
• Bilingual proficiency in French and English.

Key skills/competency

• Design research
• Interaction design
• Service design
• User-centered design
• Workshop facilitation
• Experience mapping
• User journeys
• Service blueprints
• Prototyping
• Visual storytelling
• Collaboration