Service Design Consultant

📍 Job Overview

Job Title: Service Design Consultant Company: Accenture Location: London, United Kingdom Job Type: Full-Time Category: Consulting / Digital Experience Design / Service Operations Date Posted: 2025-09-25 Experience Level: Mid-Level to Senior (5-10 years) Remote Status: Hybrid

🚀 Role Summary

• Drive the design and delivery of transformative digital experiences by applying human-centered design principles and methodologies.
• Own workstreams within client design projects, from initial research and ideation through to prototyping, testing, and implementation.
• Facilitate co-creation workshops with clients, stakeholders, and end-users to generate innovative service concepts and solutions.
• Collaborate closely with cross-functional teams, including UX/UI designers, business analysts, strategy consultants, and developers, to ensure cohesive and effective service outcomes.
• Advocate for user-centricity and continuous improvement, fostering a design-led culture within client organizations and internally at Accenture.

📝 Enhancement Note: This role sits within Accenture's "Song Service" division, which focuses on digital transformation for sectors like health services, government, and public sector institutions. The emphasis is on creating impactful digital experiences and improving customer relationships through a combination of creativity, data insights, and technology. This implies a need for strong client-facing skills and an understanding of public sector or regulated industry nuances.

📈 Primary Responsibilities

• Lead and execute end-to-end service design processes, from problem definition and user research to concept development and final implementation.
• Develop and utilize key service design artefacts such as customer journey maps, service blueprints, personas, and experience flows to visualize user needs, pain points, and opportunities.
• Conduct qualitative and quantitative user research, including interviews, workshops, surveys, and ethnographic studies, to gather deep insights into user behaviors and needs.
• Facilitate dynamic co-creation workshops, brainstorming sessions, and design sprints with diverse groups of clients, stakeholders, and end-users.
• Prototype service solutions across various fidelities, from low-fidelity concepts and storyboards to high-fidelity interactive prototypes.
• Test and iterate on service prototypes based on user feedback, business insights, and performance data to refine and optimize the user experience.
• Collaborate effectively with UX/UI designers, business analysts, strategy consultants, developers, and other subject matter experts to ensure the feasibility and alignment of service solutions with business objectives.
• Champion human-centered design principles and methodologies, promoting a user-centric mindset and a culture of continuous improvement within client organizations.
• Stay abreast of the latest industry trends, emerging technologies, and best practices in service design, customer experience, and digital transformation.
• Contribute to new business development efforts by assisting with pitch preparations and participating in client meetings.

📝 Enhancement Note: The responsibilities highlight a blend of strategic thinking, hands-on design execution, and client facilitation. The emphasis on "owning workstreams" and leading "Service Design workstreams" suggests a need for strong project management and leadership capabilities within the design context. The requirement to "advocate for human-centered design" implies a consultative approach to influence client thinking.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Human-Computer Interaction, Business, or a related field. Master's degree or relevant certifications in Service Design or a related discipline are preferred.

Experience: Professional experience of 5-10 years in Service Design, with demonstrated involvement in all phases of an end-to-end design process, including shaping, designing, testing, refining, and launching services.

Required Skills:

• Proven expertise in Service Design principles and methodologies.
• Strong proficiency in creating and utilizing service design artefacts such as customer journey maps, service blueprints, personas, and experience flows.
• Demonstrated experience in conducting qualitative and quantitative user research, including user interviews, ethnography, and surveys.
• Skilled in facilitating co-creation workshops, design sprints, and brainstorming sessions with diverse stakeholder groups.
• Experience in prototyping service concepts, from low-fidelity sketches to high-fidelity interactive prototypes.
• Excellent communication, presentation, and storytelling skills, with the ability to articulate design decisions and rationalize them effectively to various audiences.
• Proven ability to collaborate effectively with cross-functional teams, including UX/UI designers, business analysts, developers, and strategists.
• Strong analytical and problem-solving skills, with the ability to understand, analyze, and map complex journeys and processes.
• Ability to define North Star visions and strategic service propositions aligned with client business strategies.
• Adaptability and willingness to work in a hybrid environment, engaging collaboratively in studio and client office settings.

Preferred Skills:

• Experience working with Government Digital Service (GDS) standards and the Gov.uk design system.
• Experience in owning and managing relationships with senior leadership, both with clients and internal partners.
• Experience in owning and managing business outcomes tied to service design initiatives.
• Familiarity with design thinking frameworks and their application in business contexts.
• Experience in specific industries such as Financial Services, Health and Public Sector, or Communications, Media & Tech.
• Eligibility for Baseline Personal Security Standard (BPSS) checks.

📝 Enhancement Note: The experience level suggests a role that requires both hands-on execution and a degree of strategic oversight and client influence. The preferred skills, particularly GDS and Gov.uk experience, indicate a potential focus on public sector clients, aligning with the "Song Service" division's remit.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio showcasing a range of service design projects, demonstrating mastery of human-centered design principles across the entire service lifecycle.
• Detailed case studies highlighting your role in problem definition, user research, ideation, prototyping, testing, and implementation of service solutions.
• Evidence of creating and utilizing core service design artefacts (e.g., journey maps, service blueprints, personas) to visualize and communicate complex service ecosystems.
• Demonstrations of facilitating client workshops, co-creation sessions, and design thinking activities, with examples of outcomes.
• Examples of how you've collaborated with multidisciplinary teams (e.g., UX/UI, development, strategy) to deliver integrated service experiences.
• Documentation of how user feedback and business insights were incorporated to iterate and refine service prototypes, leading to improved outcomes.
• Examples of articulating the value and impact of service design solutions to business stakeholders, showcasing ROI or business case contributions.

Process Documentation:

• Showcase your structured approach to planning and executing service design workstreams within client projects.
• Provide examples of how you've documented and communicated service concepts, user flows, and system interactions for clarity and implementation.
• Demonstrate your methods for integrating service design outputs with technical development processes and business operations for successful launch and adoption.
• Illustrate your approach to measuring the effectiveness of designed services post-launch, including how you use data and user feedback for continuous improvement.

📝 Enhancement Note: The portfolio requirements emphasize practical application and demonstrable impact. Candidates should be prepared to showcase their ability to translate research and ideation into tangible service blueprints and prototypes, and to articulate the business value derived from these designs. A strong understanding of the end-to-end service lifecycle and cross-functional collaboration is key.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for mid-level to senior Service Design Consultants in London, a competitive salary range is estimated between £55,000 - £85,000 per annum. This range is dependent on the candidate's specific experience, skills, and the exact scope of responsibilities within projects.

Benefits:

• Comprehensive health, dental, and vision insurance.
• Generous paid time off, including vacation, sick leave, and public holidays.
• Pension scheme with employer contributions.
• Opportunities for professional development, training, and certifications.
• Access to Accenture's global learning platform and resources.
• Hybrid working model offering flexibility between home and office.
• Potential for performance-based bonuses and incentives.
• Employee Assistance Program (EAP) for mental and financial well-being support.
• Opportunities to work on high-profile projects with leading organizations.

Working Hours: Standard working hours are typically 40 hours per week. Accenture promotes a flexible working environment, allowing for hybrid arrangements, but project demands may sometimes require extended hours or work outside of standard business hours.

📝 Enhancement Note: The salary estimate is based on market data for Service Design roles in London, considering the experience level and the consulting nature of the job at a firm like Accenture. Benefits are standard for large consulting firms and are designed to attract and retain talent in competitive markets.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, Consulting, Digital Services. Accenture operates globally, providing a wide range of services from IT consulting and strategy to operations and digital transformation. The "Song Service" division specifically targets clients needing to enhance their customer engagement and digital experiences, often within public sector, health, and financial services. Company Size: Accenture is a very large multinational corporation, employing over 775,000 people globally. This scale offers vast opportunities for networking, learning, and career progression. Founded: 1989. With a long history in IT services and consulting, Accenture has evolved to become a leader in digital transformation and innovation.

Team Structure:

• The "Song Service" team is part of the broader Accenture Song practice, focusing on creative and customer experience transformation.
• Within this division, service designers typically work within project teams structured around client engagements, comprising a mix of strategists, designers, technologists, and business analysts.
• Service Designers will likely report to a Design Lead or a Senior Manager within the Song practice, with project-specific reporting lines also in place.
• Cross-functional collaboration is integral, requiring close working relationships with various Accenture practices and client internal teams to ensure holistic service delivery.

Methodology:

• Accenture emphasizes data-driven decision-making and human-centered design methodologies.
• They utilize agile and iterative approaches to project delivery, focusing on continuous improvement and client value.
• Expect a blend of structured consulting frameworks and creative problem-solving techniques.
• A strong focus on client collaboration and co-creation is core to their project delivery model.

Company Website: www.accenture.com

📝 Enhancement Note: Accenture's culture is generally characterized by a focus on professional development, client delivery, and a commitment to innovation. The "Song Service" team likely fosters a creative and collaborative environment, with an emphasis on driving tangible client outcomes in the digital experience space. The large company size means specialized teams and clear career paths exist, but individual impact can be amplified through effective cross-functional collaboration.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Consultant or Senior Consultant within Accenture's service design and customer experience practice. It requires a solid foundation in service design principles and methodologies, coupled with the ability to manage workstreams and influence client thinking. The role is for an individual contributor with opportunities to lead specific project components and mentor junior team members. Reporting Structure: Service Design Consultants typically report to a Design Director, Senior Manager, or a Managing Director within the Accenture Song practice. On client projects, they will also work closely with Project Managers, Client Leads, and other senior stakeholders, often having dotted-line reporting to a project lead. Operations Impact: Service Designers at Accenture directly impact client success by enhancing customer experiences, optimizing service delivery, and driving digital transformation. Their work can lead to increased customer satisfaction, improved operational efficiency, greater brand loyalty, and ultimately, enhanced revenue and market position for clients.

Growth Opportunities:

• Skill Specialization: Deepen expertise in specific areas of service design, such as user research, prototyping, design strategy, or digital product design.
• Industry Expertise: Develop specialized knowledge in sectors like Health and Public Sector, Financial Services, or Communications, Media & Technology.
• Leadership Development: Progress to Senior Consultant, Manager, and eventually Director roles, leading larger teams and engagements.
• Cross-Practice Exposure: Gain experience by collaborating with other Accenture practices (e.g., Strategy, Technology, Operations) to deliver integrated solutions.
• Client Relationship Management: Develop strong client-facing skills and take on more responsibility for managing client relationships and business development.
• Global Mobility: Opportunities to work on projects in different regions or relocate internationally within Accenture.

📝 Enhancement Note: Accenture offers structured career paths and significant investment in employee development. For a Service Design Consultant, growth typically involves deepening design craft, expanding industry knowledge, and developing leadership and client management skills. The ability to demonstrate impact on client business outcomes is crucial for advancement.

🌐 Work Environment

Office Type: Accenture operates with a hybrid work model. Employees are expected to spend a portion of their week in the office for collaboration, client meetings, and team activities, while also having flexibility to work remotely. The office environment is designed to foster collaboration, innovation, and client engagement. Office Location(s): The primary office location for this role is London, specifically at 20 Farringdon Road. Accenture has multiple offices across the UK and globally, providing a network for employees.

Workspace Context:

• The London office is a modern, professional workspace designed to support collaborative work, client presentations, and individual focus time.
• Expect access to state-of-the-art technology, meeting rooms equipped for hybrid collaboration, and flexible workspace arrangements.
• The environment encourages interaction with colleagues from diverse backgrounds and skill sets, fostering a vibrant and dynamic atmosphere.
• Opportunities for informal learning and knowledge sharing through internal events and informal discussions are common.

Work Schedule: While the standard work week is 40 hours, Accenture's culture often involves project-driven demands. Flexibility is a key aspect, but consultants may need to adapt their schedules to meet client needs, deadlines, and project milestones. This can include occasional work outside standard business hours or travel to client sites.

📝 Enhancement Note: The hybrid model is standard for consulting roles, balancing the need for in-person collaboration with the flexibility modern professionals expect. The London office will likely be a hub for client interactions and internal team building.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will likely conduct an initial phone screen to assess basic qualifications, cultural fit, and interest in the role.
• Hiring Manager/Team Interview: This stage typically involves interviews with the hiring manager and potential team members to delve deeper into your experience, skills, and approach to service design. Expect questions related to your portfolio and past projects.
• Case Study/Design Challenge: Candidates may be asked to complete a take-home assignment or a live design challenge to assess their problem-solving abilities, design process, and communication skills. This could involve analyzing a problem, proposing a service solution, or presenting a design strategy.
• Final Interview: This may involve senior leadership or partners for a final assessment of your strategic thinking, client-facing capabilities, and overall fit within Accenture.

Portfolio Review Tips:

• Curate Selectively: Choose 3-4 strong projects that best demonstrate your end-to-end service design capabilities, relevant to the industries Accenture serves (Health, Public Sector, Financial Services etc.).
• Structure Your Case Studies: For each project, clearly outline the problem statement, your role and responsibilities, the methodology and tools used, key insights derived from research, your design process, the final solutions (including artefacts like journey maps, blueprints, prototypes), and the impact or outcome achieved.
• Highlight Collaboration: Emphasize how you collaborated with cross-functional teams and stakeholders, and how you facilitated workshops and co-creation sessions.
• Quantify Impact: Whenever possible, quantify the impact of your work using metrics (e.g., improved user satisfaction, reduced operational costs, increased engagement rates).
• Be Prepared to Discuss: Be ready to walk through your portfolio, explain your design decisions, and answer detailed questions about your process and contributions.

Challenge Preparation:

• Understand the Context: If given a case study, thoroughly research the client’s industry, potential challenges, and target audience.
• Define the Problem: Clearly articulate the problem you are trying to solve and the objectives of your proposed solution.
• Outline Your Process: Detail the steps you would take, from research and ideation to prototyping and testing.
• Focus on Human-Centered Design: Ensure your approach is grounded in understanding user needs and behaviors.
• Present Clearly: Structure your presentation logically, using visuals where appropriate, and be prepared to justify your recommendations.

📝 Enhancement Note: Accenture's interview process is rigorous and designed to assess a candidate's end-to-end consulting and design capabilities. A strong, well-articulated portfolio is critical, as it serves as the primary evidence of your skills and experience. Be prepared to demonstrate not just design talent but also strategic thinking, client management potential, and a collaborative mindset.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop, XD), InVision, Axure RP.
• Research & Analysis: Miro, Mural (for virtual collaboration and workshops), Dovetail, UserTesting.com, Qualtrics, SurveyMonkey.
• Project Management & Collaboration: Jira, Confluence, Asana, Trello, Microsoft Teams, Slack.
• Presentation: Microsoft PowerPoint, Google Slides.

Analytics & Reporting:

• Google Analytics, Adobe Analytics (for understanding user behavior on digital platforms).
• Tableau, Power BI (for data visualization and dashboard creation, though less directly used by service designers, awareness is beneficial).

CRM & Automation:

• While not directly managed by Service Designers, familiarity with CRM systems (e.g., Salesforce) and marketing automation platforms can be beneficial for understanding client ecosystems and customer data.

📝 Enhancement Note: Proficiency in modern digital design and collaboration tools is essential. The ability to create compelling prototypes and visualize complex service ecosystems using tools like Figma, Miro, and service blueprinting software is highly valued. A foundational understanding of how service design integrates with analytics and CRM systems will enhance a candidate's profile.

👥 Team Culture & Values

Operations Values:

• Client Focus: A strong commitment to understanding and meeting client needs, delivering exceptional value and building long-term relationships.
• Excellence: Striving for high quality in all aspects of work, from research and design to client communication and project delivery.
• Innovation: Encouraging creative thinking, exploring new ideas, and leveraging cutting-edge technologies to solve client challenges.
• Collaboration: Fostering a team-oriented environment where diverse perspectives are valued and cross-functional teamwork is encouraged.
• Integrity: Upholding ethical standards and acting with honesty and transparency in all interactions.
• People Development: Investing in employee growth, providing learning opportunities, and supporting career advancement.

Collaboration Style:

• Accenture emphasizes a collaborative, team-based approach. Service Designers are expected to work seamlessly with colleagues from diverse backgrounds and disciplines, both within Accenture and at the client organization.
• Open communication, active listening, and a willingness to share knowledge and feedback are key to successful collaboration.
• Expect a culture where challenging the status quo constructively and contributing to collective problem-solving is encouraged.

📝 Enhancement Note: Accenture's culture is deeply rooted in professional services, emphasizing client success, continuous learning, and teamwork. For a Service Designer, this translates to a dynamic environment where collaboration across disciplines and a client-centric mindset are paramount. The company's values support a culture of innovation and professional growth.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Organizations: Working within large, sometimes bureaucratic client organizations to drive change and implement new service designs can be challenging.
• Balancing Stakeholder Needs: Effectively managing and aligning the expectations of multiple stakeholders with potentially conflicting priorities.
• Translating Insights into Action: Ensuring that user research and design concepts are effectively translated into feasible and impactful service solutions that clients can implement.
• Measuring Impact: Quantifying the success and ROI of service design initiatives can sometimes be complex, requiring robust data collection and analysis.
• Keeping Pace with Technology: Continuously updating knowledge on emerging technologies and digital trends to ensure service designs remain relevant and innovative.

Learning & Development Opportunities:

• Accenture's Learning Ecosystem: Access to a vast library of online courses, certifications, and training programs covering a wide range of skills and industries.
• Mentorship Programs: Opportunities to be mentored by experienced leaders within Accenture, gaining insights into career development and strategic thinking.
• Industry Conferences & Workshops: Support to attend relevant industry events and workshops to stay current with best practices and network with peers.
• Cross-Functional Projects: Exposure to diverse projects across different industries and service lines, broadening skill sets and understanding.
• Internal Communities of Practice: Participation in internal groups focused on service design and customer experience to share knowledge, best practices, and collaborate on challenges.

📝 Enhancement Note: The challenges inherent in consulting roles at a firm like Accenture are significant but are matched by robust development opportunities. Candidates should be prepared for dynamic project environments and possess a proactive approach to learning and problem-solving.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you've designed. What were the key challenges, and how did you overcome them using human-centered design principles?" (Focus on your process, decision-making, and impact.)
• "How do you approach understanding user needs and translating them into actionable design solutions? Walk me through your research and ideation process." (Demonstrate your methodology and toolkit.)
• "Tell me about a time you had to facilitate a co-creation workshop with diverse stakeholders. What was your approach, and what were the outcomes?" (Highlight facilitation skills, stakeholder management, and outcome orientation.)
• "How do you collaborate with technical teams (developers, engineers) to ensure the feasibility and successful implementation of your service designs?" (Showcase your cross-functional collaboration skills.)
• "How would you approach designing a new digital service for a public sector client, considering GDS standards and user accessibility?" (Tailor your answer to potential client needs.)

Company & Culture Questions:

• "What interests you about Accenture and the Song Service division specifically?" (Research Accenture's mission, values, and recent work in digital experience.)
• "How do you stay updated on the latest trends in service design and customer experience?" (Showcase your commitment to continuous learning.)
• "Describe your ideal team environment and how you contribute to a collaborative culture." (Align your response with Accenture's emphasis on teamwork.)

Portfolio Presentation Strategy:

• Storytelling: Frame each project as a narrative with a clear beginning (the problem), middle (your process and solutions), and end (the impact).
• Focus on Your Role: Clearly articulate your specific contributions, especially if working in a team. Use "I" when describing your actions and "we" when describing team efforts.
• Visuals are Key: Use high-quality visuals of your artefacts (journey maps, blueprints, prototypes) to illustrate your points and showcase your design thinking.
• Be Concise and Engaging: Practice your presentation to ensure it flows well and stays within the allotted time. Be prepared to go deeper on specific aspects if asked.
• Demonstrate Impact: Conclude each case study by highlighting the tangible results or value delivered.

📝 Enhancement Note: Prepare specific examples that showcase your problem-solving skills, design process, collaboration abilities, and impact. Be ready to discuss your portfolio in detail and tailor your responses to Accenture's client base and operational context.

📌 Application Steps

To apply for this Service Design Consultant position:

• Submit your application through the Accenture Careers portal via the provided link.
• Portfolio Customization: Ensure your portfolio is up-to-date and tailored to highlight projects relevant to Accenture's focus areas, particularly in digital experience, customer journey optimization, and potentially public sector or regulated industries. Select case studies that clearly demonstrate your end-to-end service design process and impact.
• Resume Optimization: Tailor your resume to emphasize keywords and achievements related to service design, human-centered design, customer journey mapping, prototyping, workshop facilitation, and cross-functional collaboration. Quantify your achievements wherever possible.
• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result) for behavioral questions. Prepare to discuss your portfolio in detail and to present your solutions for any case study or design challenge. Research Accenture's Song practice and recent projects.
• Company Research: Familiarize yourself with Accenture's values, mission, and the specific work done by the Song Service division. Understand their approach to digital transformation and client engagement, especially within sectors like health and public services.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.