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About the Role
Lead the design and improvement of complex end-to-end digital products and services using deep service design expertise, human-centred design, and systems thinking to shape service strategy and deliver meaningful outcomes.
Responsibilities
- Lead service design across complex digital products, services and programmes from research and discovery through to design and delivery.
- Understand and shape complex services by applying service design, human-centred design and systems thinking expertise.
- Translate research, data and other evidence into clear insights, strategic opportunities and service direction.
- Navigate ambiguity and complexity, creating clarity and helping teams make confident design decisions.
- Connect user needs, organisational context and business objectives to shape coherent end-to-end services.
- Challenge existing assumptions and use service design to explore new propositions, service models and future experiences.
- Help shape the why of a product or service by contributing to its vision, strategy and value proposition, as well as defining how it should work.
- Lead the creation of high-quality service design artefacts, including journey maps, service blueprints, systems maps, personas and opportunity frameworks.
- Evolve and apply service design methods, prototyping approaches and frameworks to meet complex project needs and ambitious business questions.
- Lead the development and testing of service concepts and prototypes to build alignment, reduce risk and inform decision making.
- Translate service design work into actionable recommendations, service strategy and measurable outcomes.
- Use service design outputs to provoke thinking, shape vision and influence strategic decisions.
- Take ownership of service design quality, providing design critique and quality assurance across workstreams and teams.
- Explore and use AI-enabled tools to enhance synthesis, ideation, prototyping and design outputs while maintaining strong design governance, judgement and quality assurance.
- Plan and lead co-design, ideation and strategic service design workshops with users, senior stakeholders and multidisciplinary teams.
- Influence stakeholders and build buy-in for service design recommendations within complex programmes.
- Be a compelling storyteller, bringing together evidence, emotion, empathy and clarity to make complex service ideas meaningful and memorable.
- Communicate complex service design thinking clearly, both verbally and visually, to senior client and internal stakeholders.
- Build narratives that connect user needs, business opportunities and service vision.
- Collaborate across user research, product, content, strategy, business design, data, engineering and other design disciplines.
- Build alignment across teams and help resolve competing user, business and delivery priorities.
- Connect strategic service intent with practical delivery, ensuring the vision remains coherent as products and services evolve.
- Own and lead service design workstreams or design projects from planning through to delivery.
- Plan design activities, resources and priorities to deliver high-quality outcomes within project timelines.
- Coordinate service design across multiple teams or areas of a complex end-to-end service.
- Identify design risks, dependencies and opportunities and work with delivery teams to address them.
- Maintain a clear view of service outcomes while balancing user needs, business objectives and delivery constraints.
- Advocate confidently for service design as both a user-centred practice and a tool for business and service reinvention.
- Provide craft leadership, mentoring and constructive critique to designers.
- Line manage and support designers in their performance, development and career growth where required.
- Help shape and improve service design capability, methods and standards across the wider design community.
- Encourage teams to challenge assumptions, explore possibilities and think beyond incremental service improvement.
- Share emerging approaches and tools, including AI, to improve the quality and efficiency of design practice.
- Contribute to a strong, collaborative design culture and support designers to develop their craft.
- Contribute to business development, bringing service design thinking, storytelling and future-focused ideas into client conversations, pitches and proposals.
Requirements
- Deep expertise in service design, systems thinking and human-centred design.
- Strong experience designing complex end-to-end services across multiple touchpoints, teams or organisational boundaries.
- Ability to use service design strategically to shape product and service vision, propositions and future service models.
- Curiosity and imagination to challenge existing models and explore new ways organisations can create value for users and customers.
- Strong ownership of service design craft and the ability to assure the quality of design work.
- Ability to think strategically and connect design decisions with user, organisational and business outcomes.
- Confidence influencing senior stakeholders and building alignment in complex environments.
- Strong facilitation, storytelling and written, verbal and visual communication skills.
- Experience planning and leading design workstreams or projects.
- Experience mentoring, coaching or line managing designers.
- Collaborative leadership and confidence working across multidisciplinary teams.
- Curiosity and willingness to adopt AI-enabled tools while applying critical thinking and maintaining quality.
- Interest or experience in adjacent design disciplines, such as systems thinking, organisational design, business design, behaviour change or futures design, would be an advantage.
- Typically 5–8 years of relevant experience, including significant experience in service design.
- Track record of leading service design within complex projects, programmes or end-to-end services.
- Experience shaping service or product strategy and translating service design insight into strategic and delivery decisions.
- Experience influencing senior stakeholders and translating service design insight into strategic and delivery decisions.
- Experience leading or managing designers and supporting the development of others.
- Experience contributing to client-facing business development, pitches or proposals is desirable.
- Portfolio requirement: Include a link to a PDF or website of your service design work, clearly referenced in your CV. Portfolio should demonstrate service design experience, craft quality and decision-making rationale.
Skills
- Service Design
- Systems Thinking
- Human-Centred Design
- Design Strategy
- Product Strategy
- Prototyping
- Facilitation
- Storytelling
- Communication (Written, Verbal, Visual)
- AI-enabled tools
Location
- On-site with clients
- Studio
- Client's office
Work Type
- Hybrid working
- Flexibility and mobility required
Experience Level
- Associate Manager
- 5-8 years relevant experience
- Significant experience in service design
- Experience leading service design within complex projects/programmes/services
- Experience shaping service or product strategy
- Experience translating service design insight into strategic and delivery decisions
- Experience leading or managing designers
- Experience contributing to client-facing business development, pitches or proposals is desirable
Education Level
- Degree in Service Design, Design, Social Science or a related field, or equivalent professional experience
Salary/Compensations
- Competitive salary package
Benefits
- 25 days' annual leave
- Private medical insurance
- 3 additional days' leave per year for charitable work
About the Company
- 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.
- Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Equal Opportunity
- Accenture is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
- We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.