Job DescriptionExperience Designer, Song ServiceCL9-ConsultantLondon, EdinburghWe are Accenture Song, the world's largest tech-powered creative group. For us, customer experience is not an add-on;it’sfoundational 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 Designerin 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 transformationprogrammes.
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, anddemonstratethebrandpromise when it counts most.
Ifyou'relooking 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 teamThe Service practice sits within Accenture Song. Ourvision 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:
- Reinventingcustomer serviceacross physical, digital/app-based and AI-powered channels
- Data-driven transformation across service to reduce cost and drive growth
- Designingfuture-ready service models, enabled by platforms,dataand automation
- EmbeddingGenAI, intelligent automation and decisioninginto customer service journeys and operations
- Supporting clients to define acustomer-first mindset, helping them shape their business and operating models
- Deliveringmeasurable business outcomes, notjust greatexperiences
- We work across the full lifecycle: from ambition and vision, through design and experimentation, toscaleddelivery and adoption.
Whatyou’lldoShape AI-enabledservice 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, agentassistand intelligent workflows
- Translate research and insight into service blueprints, user flows,wireframesand design systems that can be implemented and scaled
- Use generative technology and emerging tools tocreate proof of concepts,accelerate discovery, concept,prototypeand test ideas
- Facilitate co-creation workshops with clients,stakeholdersand users to generate andvalidateservice concepts
Deliver design craft at pace- Work withproficiencyin Figma, Miro and collaborative design tools and actively build skills inClaude Code,Codex,Gemini,Lovable, Midjourney and Runwayfor design-to-code and generative workflows
- Demonstrated ability to design and iterate on human-centeredinterfaces, including experience with prompt patterns, uncertainty/confidence visualization, and designing for non-deterministic system outputs
- Conduct user research;interviews, ethnographic studies, usability testing andsynthesiseinsights 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 withtechnologists, data scientists, product leaders, strategists, Forward DeployedEngineersand delivery teamsto 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,capabilityand the practice- Contribute to thought leadership,templatesand reusable design assets in AI experience design
- Stay current on AI design tools, industrytrendsand 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 RequiredProfessional experience in Service Design, UX Design, ProductDesignor 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-centreddesign and emerging AI.
Core experience- Strong background inservice,productor experience design
- A portfolio thatdemonstratesdesign thinking,craftand 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,wireframesand design systems
- Experience working within cross-functional teams and contributing to complex, multi-stakeholder projects
- Strong communicationskills;able to present andrationalisedesign decisions clearly to non-design stakeholders
AI,dataand technology awareness- Agentic experience and experience deliveringGenAI-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,Replitor a willingness to learn
- Cloud-based customer platforms (Salesforce, Microsoft Dynamics, AWS, etc.)
- A track recordof integrating AI into your design process through research, prototyping,testingor 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 withtechnologists, datascientistsand product leadsto deliver integrated solutions
- Experience working across multi-channel services (digital, contactcentre, AI-driven) is a plus
Set yourself apart- A design portfolio that includes AI-enabled products, conversationalexperiencesor 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
- Contactcentreplatform experience (e.g.Genesys, Sierra, Decagon,Parloa,PolyAI, NICECognigy,AgentforceContact Centre and Amazon Connect)
- Experience in Telco, Financial Services or Public Sector; our highest-demand client verticals
What’sin it for youOur
Total Rewardsconsist of a competitive basic salary, annual performance bonus, opportunities toacquireequity and a wide range of health and wellbeing benefits. These includeperkssuch 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 AssistanceProgramme, Career Development and Counselling.
- A range of generous Parental Leave offerings.
Flexibility and mobility arerequiredto 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,learningand building rapport with clients, peers,leadersand 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,religionor belief, ethnic or national origin, disability, age citizenship, marital,domesticor civil partnership status, sexualorientationor gender identity.
#LI-EU
SNGCR01
Qualification'
LocationsLondon
Additional InformationEqual Employment Opportunity Statement All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
About AccentureWe work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com .
