Service Design Specialist

About Accenture Song

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. Visit us at: www.accenture.com/song

Job Description

Role summary

As a Service Designer, you will help organisations understand and improve the end-to-end digital products and services they deliver. You will use human-centred design, research and systems thinking to make sense of complex problems, connect user and organisational needs, and turn insight into better service outcomes. You will use service design not only to improve existing experiences, but to reinvent new service models and reimagine better ways for people and organisations to interact.

You will work as part of multidisciplinary teams alongside other designers, strategists, product, data, engineering colleagues and clients. You will also be open to exploring and using AI-enabled tools to enhance the design workflow and produce high-quality outputs.

What you'll be working on

You will work on complex digital products and services within the Accenture Song Design Digital Products Creative team, from research and discovery through to design and delivery.

Your work may span a range of industries, including Health & Public Services, financial services, telecommunications, retail, utilities and resources, automotive and life sciences, and involve understanding existing services, identifying opportunities for improvement, designing future service experiences and helping teams make confident, evidence-based design decisions.

What you'll do

Understand and make sense of complexity

• Use service design, human-centred design and systems thinking methods to understand users, organisations and the wider systems around a service.

• Translate research, data and other evidence into clear insights, themes and opportunity areas.

• Contribute to shaping the vision and direction of products and services by connecting user needs, evidence and business objectives.

• Navigate ambiguity and use service design as a way to create clarity and shared understanding.

Design and communicate services and craft

• Create high-quality service design artefacts, including journey maps, service blueprints, personas, systems maps and opportunity frameworks.

• Use appropriate service design methods and frameworks, including the Double Diamond where relevant.

• Develop and test service ideas and prototypes to explore opportunities and make confident, evidence-based design decisions.

• Translate service design artefacts into meaningful recommendations that help teams explore opportunities, shape service direction and deliver outcomes aligned with user and business needs.

• Tell clear and compelling stories that bring together evidence, empathy and design thinking, communicating complex service ideas visually and verbally to a range of stakeholders.

Facilitate and collaborate

• Plan and facilitate co-design, ideation and service design workshops with users, stakeholders and multidisciplinary teams.

• Create inclusive environments that enable different perspectives to contribute.

• Collaborate closely with user research, product, content, strategy, business design and other design disciplines.

• Build shared understanding and alignment across teams and stakeholders.

Deliver with quality

• Take responsibility for your service design work and deliver it with quality and care.

• Manage your own time and priorities effectively within project timelines.

• Make confident design decisions based on evidence, user needs and service goals.

• Contribute to the delivery of coherent end-to-end service experiences.

How you'll contribute

• Bring curiosity and imagination to service design, challenging assumptions and exploring possibilities beyond incremental improvement.

• Advocate for service design and user-centred ways of working within project teams.

• Share your knowledge, methods and learning with other designers and colleagues.

• Contribute to the growth of service design capability and the wider design community.

• Support a collaborative culture where designers learn from and challenge one another.