Service and Experience Design Lead

WHO WE ARE:

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: Accenture Song

Our living culture and borderless playground provide us with space to thrive, following simple core values that inform everything we do. Be adventurous. Bring a vision. Make an impact. Rely on empathy. Nurture collaboration. Stay transparent. Be bold and generous. 

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 from multi-channel services through to digital product creation. 

THE WORK:

As a noted Senior Service Design star. You’re a known leader with incredible design knowledge and successful projects under your belt. Your ability to uncover user needs through research, and develop deep human insights, allow you to define visions for differentiated end to end experiences and solutions that meet both business and user needs, and consider a broader ecosystem. You thrive working in a fast-paced, dynamic environment, and relish acting as a leader to more junior designers. You inspire confidence immediately with a client and are brought in for more challenging or advanced clients, to guide and support other designers You are inspired by innovative services and experiences, follow the latest design trends, and regularly learn new skills and methods to collaborate with design and delivery teams to bring these experiences to life and at scale. You’re an organized project team player with the ability to iron out an amorphous process and effectively lead the team’s deliverables, responsibilities and schedule.

• Offer counsel to clients on a consistent basis and are often seen as a part of “their” team

• Explain and sell design decisions to clients and stakeholders

• You are able to work with the client to frame the problem by gaining a full understanding of the questions, scope, and overall context for the service

• Confident in drawing out as much as you can from clients' existing experiences and research to ensure we're on the same page and know enough about the context today and emergent behaviors to envision what could be tomorrow

• Comfortable leading and providing structure to potentially amorphous or evolving processes

• Lead designers, strategists, and our client team to understand user needs, identify design opportunities, and create meaningful user experiences.

• Lead Interaction and Service Design activities on projects, including client workshops, creative brainstorms, interaction design, and service design definitions.

• Lead the team’s deliverables, responsibilities and schedule while maintaining the integrity of design process

• Comfortable working as a solo-designer, team member, or team lead

• Lead remote and onsite team members, including but not limited to designers, strategists, project/product managers, business analysts, data analysts, change management experts, and technical architects

• You lean into team building, learning, and benchmarking through collaborative and immersive sessions with clients and users

• Conviction to champion your perspective while successfully collaborating with other points of view

• Participate in and contribute to Project Debriefs, project templates and design POV’s

• You can make sense out of data and lead teams of many sizes to collaboratively do the same through different information gathering activities

• You have enough knowledge and demonstrate an interest in technology to be able to dive deeper into the understanding of technology implications for a proposed service

• Have a Human Centered Design approach in solving user needs with deep user empathy

• You have experience in creating behavioural segmentation

• Work directly with clients, users, peers and design leads to design end-to-end experiences using participatory and iterative design techniques including observational studies, user interviews, and other forms of qualitative and quantitative research to uncover insights, learn about user behavior and verify design concepts

• Effectively communicate and storytell research findings, insights, conclusions, ideas, and design rationale both verbally and visually, in a manner that can be digested and actionable by our client and our team members

• Ability to conduct heuristic and functional reviews of other experiences

• Apply design thinking to create world-class omnichannel experiences by bringing together user needs, business goals and technical realities

• Create instant tangibility for the team and the client through storytelling and rapid prototyping methods, ranging from paper sketching to digital prototyping

• Mentor other novice design practitioners

• Create communication artifacts that define service design as a practice

HERE’S WHAT YOU’LL NEED: 

• Bachelor’s Degree or equivalent work experience.
• Minimum 5 years’ experience in Service Design across varied users, business problems, and devices. 
• Minimum 5 years of experience planning, designing, facilitating, and synthesizing workshops. 
• Minimum 5 years' experience with driving and applying user-centered design processes.   
• Minimum 5 years creating experience maps, user journeys and service blueprints, interaction models, user flows, and wireframes.  
• Minimum 5 years' experience with rapid prototyping methods, ranging from paper sketching to digital prototypes. 
• Minimum 5 years' requirements gathering and communication between all design teams, workstreams and clients.
• Minimum of 3 years experience leading and managing teams of designers. 
• Reliability Security clearance eligibility. 

BONUS POINTS IF:

• Experienced with Adobe Creative Suite, Figma, Sketch, InVision and/or Axure.
• Skilled in working collaboratively with customers and cross-functional team members.
• You’re composed in high-pressure situations with a “big-picture” perspective.

About Accenture

We 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 atwww.accenture.com

Equal Employment Opportunity Statement

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, military veteran status, sexual orientation, gender identity or expression, genetic information, 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.