Service Design Manager

📍 Job Overview

Job Title: Service Design Manager Company: Accenture Location: London, England, United Kingdom Job Type: FULL_TIME Category: Operations Strategy & Transformation / Customer Experience Operations Date Posted: 2025-09-25T00:00:00 Experience Level: Mid-Senior Level (5-10 years) Remote Status: Hybrid

🚀 Role Summary

• Lead and manage large-scale, complex client transformation programs focused on enhancing customer experience and service delivery models.
• Drive the design and implementation of compelling customer propositions, ensuring alignment with client business objectives and market trends.
• Foster strong, trusted advisor relationships with senior client leadership, influencing strategic decisions and expanding our service offerings.
• Champion a customer-first mindset across client organizations, redefining customer journeys and personalizing interactions for seamless engagement.
• Provide line management and mentorship to junior team members, fostering their development and ensuring high performance within project teams.

📝 Enhancement Note: This role is positioned within Accenture's "Song Service" division, indicating a strong focus on digital marketing, customer engagement, and transformative experiences for clients, particularly in the Health, Government, Education, and Public Sector industries. The "Manager" title suggests significant responsibility for project delivery, team leadership, and client relationship management, requiring a blend of strategic thinking and operational execution in customer-centric initiatives.

📈 Primary Responsibilities

• Lead high-performing project teams in the execution of complex, client-facing transformational programs, ensuring successful delivery against scope, timeline, and budget.
• Design and articulate innovative customer propositions, service models, and digital engagement strategies that address client challenges and drive business value.
• Develop and nurture strong, long-term relationships with senior client stakeholders, acting as a trusted advisor on customer experience and service transformation.
• Manage end-to-end workstreams, including project planning, resource allocation, risk management, and quality assurance, ensuring project milestones are met consistently.
• Collaborate with Accenture's global network and cross-functional teams to bring innovative solutions, thought leadership, and best practices to clients, strengthening Accenture's brand and market position.
• Contribute to the growth and development of the Song Service practice through extracurricular activities, such as developing thought leadership, participating in business development, and sharing expertise.
• Provide direct line management, performance management, and career coaching to more junior service design professionals, fostering a culture of continuous learning and development.
• Utilize analytical and problem-solving skills to drive continuous improvement initiatives, optimizing customer journeys and operational efficiencies.

📝 Enhancement Note: The emphasis on "large-scale transformational programs" and "senior client leadership" indicates that this role requires not only deep expertise in service design but also strong program management capabilities and executive-level communication skills. The responsibility for "broadening our client base and delivery scope" suggests a business development component, requiring the candidate to identify and pursue new opportunities within existing client relationships.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in a relevant field such as Business, Design, Marketing, Information Technology, or a related discipline.
• Master's degree or equivalent professional experience is highly regarded, particularly in areas like Service Design, Digital Transformation, or Business Strategy.

Experience:

• 5-10 years of progressive experience in service design, customer experience (CX) strategy, digital transformation consulting, or a related client-facing role.
• Proven track record of leading and managing complex, multi-channel customer experience initiatives from conception through to delivery.
• Experience in operating across the full project lifecycle, from proposal development and client engagement to program delivery and post-implementation review.
• Demonstrated experience in line management, team leadership, and performance management of junior consultants or project team members.

Required Skills:

• Service Design: Expertise in applying service design principles, methodologies, and tools to map customer journeys, identify pain points, and design innovative service solutions.
• Customer Experience (CX) Strategy: Deep understanding of CX frameworks, customer value management, and the ability to articulate a C-suite value narrative that links CX initiatives to business outcomes.
• Agile Methodologies: Proficiency in Agile frameworks (Scrum, Kanban) and experience leading Agile teams to deliver iterative improvements and value for customers.
• Leadership & People Management: Proven ability to lead, motivate, and develop high-performing teams, including providing line management and performance feedback.
• Analytical & Problem-Solving: Strong aptitude for analyzing complex business problems, identifying root causes, and developing data-driven solutions using continuous improvement techniques.
• Stakeholder Management: Excellent interpersonal and communication skills with a proven ability to influence and build trust with senior client stakeholders.

Preferred Skills:

• CX Measurement: Advanced skills in CX measurement techniques, including Customer Lifetime Value (CLV), sentiment analysis, and Net Promoter Score (NPS) interpretation and application.
• Cloud Platforms: Familiarity with major cloud-based customer platforms (e.g., Salesforce, Microsoft Dynamics, AWS) and their role in enabling customer-centric solutions.
• Business Models: Experience in defining new propositions or business models that leverage digital capabilities and customer insights.
• Digital Engagement: Understanding of physical and digital engagement models and how to create seamless service experiences across multiple touchpoints.
• Industry Expertise: Experience within Accenture's target sectors, specifically Financial Services, Health & Public Sector, or Communications, Media & Technology (CMT).
• Certifications: Certified in Agile methodologies (e.g., CSM, CSPO) or product ownership, and/or certifications from major cloud providers (e.g., Salesforce, AWS, Microsoft Azure).

📝 Enhancement Note: The "5-10 years" experience level suggests this is a mid-to-senior management role, requiring significant independent work and leadership. The "Set yourself apart" section highlights certifications in Agile and cloud platforms as key differentiators, indicating a preference for candidates with specialized, in-demand technical and process certifications.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase end-to-end service design projects, demonstrating a clear understanding of client challenges, design process, and implemented solutions.
• Include examples of customer journey mapping, service blueprinting, and user research methodologies applied to real-world client scenarios.
• Present case studies that highlight your role in delivering transformational programs, detailing project scope, your specific contributions, and the impact achieved.
• Provide evidence of strategic thinking, including how you translated business objectives into actionable service design strategies and customer propositions.
• Demonstrate experience in managing project timelines, resources, and risks, with clear documentation of milestones met and challenges overcome.

Process Documentation:

• Examples of documented customer journey maps and service blueprints that illustrate a structured approach to understanding and improving customer interactions.
• Evidence of process optimization initiatives, detailing the methodology used (e.g., Lean, Six Sigma, Agile) and the resulting improvements in efficiency or customer satisfaction.
• Documentation of how you have leveraged data and analytics to inform service design decisions and measure the effectiveness of implemented solutions.
• Case studies detailing the implementation of new service models or digital capabilities, including challenges faced and how they were addressed through process adaptation.

📝 Enhancement Note: For a Service Design Manager role at a consultancy like Accenture, the portfolio is critical. It needs to demonstrate not just design thinking but also the ability to manage complex projects, lead teams, and deliver tangible business value to clients. The focus should be on impact, scalability, and strategic alignment.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a Service Design Manager with 5-10 years of experience in London, the estimated salary range is approximately £70,000 - £100,000 per annum. This estimate considers the seniority of the role, the demanding client-facing nature, and the high cost of living in London.

Benefits:

• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation days, sick leave, and public holidays.
• Retirement savings plan with company matching contributions (e.g., pension scheme).
• Professional development opportunities, including access to Accenture's extensive learning platforms, certifications, and training programs.
• Performance-based bonuses and potential for share awards.
• Flexible working arrangements, including hybrid work options and potential for travel.
• Access to employee assistance programs and well-being resources.
• Opportunities for networking and career advancement within Accenture's global network.

Working Hours: Standard full-time working hours are typically 40 hours per week. However, client-facing roles may require flexibility and occasional extended hours to meet project deadlines and client needs. The hybrid work arrangement suggests a balance between office-based collaboration and remote work.

📝 Enhancement Note: While the specific salary for this role at Accenture is not provided, a Service Design Manager in London with 5-10 years of experience typically commands a competitive salary reflecting their expertise, client-facing responsibilities, and the strategic impact they are expected to deliver. Benefits packages at large consultancies like Accenture are generally robust, covering health, retirement, professional development, and work-life balance initiatives.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, Consulting, Digital Marketing, and Professional Services. Accenture operates at the intersection of technology and business, helping clients leverage digital capabilities for transformation. Company Size: Accenture is a global leader with over 775,000 employees worldwide, making it a very large organization. This size offers extensive opportunities for career growth, specialization, and exposure to a vast array of clients and projects. Founded: Accenture was founded in 1989, evolving from Arthur Andersen & Co. Its long history in professional services signifies a mature and established organizational structure with deep industry expertise.

Team Structure:

• The Song Service team is part of Accenture Song, a division focused on customer experience and digital transformation. This team likely comprises specialists in service design, CX strategy, digital marketing, data analytics, and creative technology.
• Reporting Structure: The Service Design Manager will likely report to a more senior leader within the Song Service practice, such as a Director or Managing Director, and will have direct reports (more junior service designers or project leads).
• Cross-functional Collaboration: Collaboration is key. The Service Design Manager will work closely with account teams, other Accenture service lines (e.g., Technology, Strategy, Operations), and client internal teams to deliver integrated solutions.

Methodology:

• Data Analysis & Insights: Emphasizes data-driven decision-making, leveraging analytics to understand customer behavior, measure performance, and identify opportunities for improvement.
• Workflow Planning & Optimization: Focuses on designing efficient and effective workflows that enhance customer journeys and operational processes, often employing Agile and Lean principles.
• Automation & Efficiency Practices: Utilizes technology and automation to streamline processes, personalize experiences, and drive operational efficiency across client engagements.

Company Website: www.accenture.com

📝 Enhancement Note: Accenture's culture is globally recognized for its emphasis on professional development, innovation, and a strong client-centric approach. The "Song" division specifically targets creative and digital transformation, suggesting a dynamic and forward-thinking environment. The large company size means opportunities for specialization and career mobility are abundant, but it also implies a structured corporate environment.

📈 Career & Growth Analysis

Operations Career Level: Mid-Senior Management. This role sits at a critical juncture, requiring the ability to lead projects independently, manage teams, and influence senior client stakeholders. It’s a step towards more senior leadership positions within Accenture’s consulting framework. Reporting Structure: The Service Design Manager will typically report to a Director or Senior Manager within the Song Service practice. They will also have direct reports, including junior service designers, analysts, or project coordinators, whom they will mentor and manage. Operations Impact: This role directly impacts client revenue and operational efficiency by designing and implementing improved customer experiences and service delivery models. Success in this role leads to increased client satisfaction, retention, and opportunities for further business expansion.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas like Generative AI (GenAI) applications in service design, human-centered design, or advanced CX measurement techniques.
• Leadership Progression: Advance to roles like Senior Service Design Manager, Practice Lead, or Director, taking on greater responsibility for client portfolios, business development, and practice strategy.
• Industry Focus: Develop specialized knowledge within a particular industry sector (e.g., Health, Financial Services) to become a recognized expert.
• Global Mobility: Leverage Accenture's global network for opportunities to work on international projects or relocate to different regions.
• Skill Development: Access continuous learning through Accenture's extensive training resources, certifications, and internal knowledge-sharing platforms.

📝 Enhancement Note: Accenture is known for its structured career paths and investment in employee development. For a Service Design Manager, growth typically involves increasing client impact, team leadership scope, and strategic influence, moving towards roles that manage larger client accounts or define practice direction.

🌐 Work Environment

Office Type: Accenture operates with a hybrid work model. This means employees will typically split their time between client sites, Accenture offices, and remote work. The London office likely offers collaborative workspaces, meeting rooms, and resources to support client engagements and internal team activities. Office Location(s): The primary location mentioned is London, 20 Farringdon Road. This central London location is easily accessible via public transport, facilitating collaboration with clients and colleagues in the city.

Workspace Context:

• Collaborative Environment: Expect a dynamic and collaborative workspace, both within Accenture offices and at client locations, fostering teamwork and knowledge sharing among diverse project teams.
• Operations Tools & Technology: Access to a wide range of industry-leading tools for service design, project management, collaboration, and data analytics will be provided. Proficiency in these tools is expected.
• Team Interaction: Frequent interaction with project teams, client stakeholders, and Accenture leadership is integral to the role, requiring strong communication and interpersonal skills.

Work Schedule: The standard work week is 40 hours. However, client demands and project deadlines may necessitate flexibility, including occasional work outside of standard hours. Remote work days offer flexibility in managing personal time and work-life balance, while office and client days require adherence to project schedules.

📝 Enhancement Note: The hybrid model is common in consulting, balancing the need for in-person collaboration and client presence with the flexibility of remote work. Candidates should be prepared for travel to client sites as required by project needs.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or a recruiter will typically conduct an initial screening call to assess basic qualifications, experience, and cultural fit.
• Hiring Manager Interview: A conversation with the hiring manager, likely a senior leader in the Song Service practice, to delve deeper into your experience, leadership style, and strategic thinking.
• Case Study/Presentation: Candidates are often asked to prepare and present a case study based on a service design challenge, demonstrating their problem-solving approach, design thinking, and ability to articulate value. This is a critical stage for assessing portfolio content and presentation skills.
• Team/Panel Interview: Interviews with potential team members or peers to evaluate collaboration skills, technical expertise, and fit within the existing team dynamics.
• Final Interview: A final discussion, potentially with a senior executive, to confirm suitability for the role and discuss overall career aspirations and alignment with Accenture's values.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio logically, perhaps by client or by type of project (e.g., digital transformation, customer journey redesign). Start each case study with a clear problem statement and end with quantifiable results or impact.
• Highlight Your Role: Clearly articulate your specific contributions, responsibilities, and leadership within each project. Avoid simply describing team efforts; focus on what you did.
• Showcase Process: Illustrate your end-to-end service design process, including research, ideation, prototyping, testing, and implementation. Use visuals like journey maps, blueprints, and wireframes where appropriate.
• Quantify Results: Whenever possible, use metrics to demonstrate the impact of your work. This could include improvements in customer satisfaction (NPS, CSAT), operational efficiency, conversion rates, or revenue growth.
• Tailor to Accenture: Research Accenture's approach to service design and customer transformation. Align your portfolio narrative and case studies to demonstrate how your skills and experience meet their specific needs and values.

Challenge Preparation:

• Understand the Context: For any case study or challenge, ensure you fully understand the client's industry, business objectives, and the specific problem statement provided.
• Methodology Focus: Be prepared to explain the service design methodologies you employ and why you chose them for a particular scenario. Emphasize a human-centered approach.
• Strategic Thinking: Demonstrate how your proposed solutions align with broader business strategy and drive tangible value. Think about scalability and long-term impact.
• Presentation Skills: Practice delivering your presentation concisely and engagingly. Be ready to answer questions about your approach, assumptions, and potential risks.

📝 Enhancement Note: Accenture places a high value on structured thinking and demonstrable impact. The interview process will likely assess not only technical service design skills but also consulting acumen, client management capabilities, and leadership potential. A well-curated portfolio that highlights strategic thinking and measurable results is essential.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, XD), Miro, Mural, Lucidchart.
• Project Management & Collaboration: Jira, Confluence, Asana, Trello, Microsoft Project, Microsoft Teams, Slack.
• CRM & Customer Platforms (Familiarity): Salesforce, Microsoft Dynamics 365, Adobe Experience Cloud, SAP C/4HANA. Experience integrating service design principles with these platforms is valuable.
• Analytics & Reporting: Google Analytics, Adobe Analytics, Tableau, Power BI, specialized CX measurement platforms.
• User Research Tools: UserTesting.com, Optimal Workshop, Hotjar, Qualtrics.

Analytics & Reporting:

• Data Visualization: Tableau, Power BI, Qlik Sense.
• Web Analytics: Google Analytics, Adobe Analytics.
• Customer Feedback Platforms: SurveyMonkey, Qualtrics, Medallia.

CRM & Automation:

• CRM: Salesforce Sales Cloud, Service Cloud; Microsoft Dynamics 365 Customer Service.
• Marketing Automation: HubSpot, Marketo, Pardot.
• Integration Platforms: MuleSoft, Zapier, Workato (understanding how these facilitate customer data flow is beneficial).

📝 Enhancement Note: Proficiency with industry-standard service design and collaboration tools is expected. Familiarity with major CRM and cloud platforms is a strong plus, as these are often the systems clients leverage for customer engagement and service delivery. The ability to leverage data and analytics tools to inform design decisions is crucial.

👥 Team Culture & Values

Operations Values:

• Client Focus: Prioritizing client success and delivering exceptional value through innovative solutions and trusted advisory.
• Innovation & Creativity: Encouraging new ideas, challenging the status quo, and embracing cutting-edge technologies and methodologies.
• Collaboration & Teamwork: Fostering a supportive environment where diverse perspectives are valued, and collective success is paramount.
• Integrity & Excellence: Upholding the highest ethical standards and striving for excellence in all aspects of work and client delivery.
• Continuous Learning: Committing to ongoing professional development, skill enhancement, and staying abreast of industry trends.

Collaboration Style:

• Cross-functional Integration: Actively engaging with diverse teams across Accenture (strategy, technology, industry experts) to create holistic solutions for clients.
• Process Review & Feedback: Encouraging open communication, constructive feedback, and iterative refinement of processes and designs within project teams and the wider practice.
• Knowledge Sharing: Participating in and contributing to internal knowledge-sharing sessions, best practice forums, and communities of practice to elevate collective expertise.

📝 Enhancement Note: Accenture's culture strongly emphasizes collaboration, client-centricity, and continuous learning. As a Service Design Manager, demonstrating an ability to work effectively with diverse teams and contribute to a knowledge-sharing environment will be key to success and integration.

⚡ Challenges & Growth Opportunities

Challenges:

• Managing Client Expectations: Balancing ambitious client visions with practical implementation constraints and resource limitations.
• Navigating Complex Organizations: Understanding and influencing diverse stakeholder groups within large client organizations to drive adoption of new service models.
• Rapid Technological Change: Keeping pace with evolving digital technologies, AI, and customer engagement platforms to ensure solutions remain relevant and cutting-edge.
• Demonstrating ROI: Clearly articulating and proving the business value and return on investment for service design initiatives to secure stakeholder buy-in and continued investment.

Learning & Development Opportunities:

• Operations Skill Advancement: Access to Accenture's extensive learning catalog, including courses on advanced service design techniques, digital strategy, AI in CX, and change management.
• Industry Conferences & Certifications: Opportunities to attend leading industry conferences (e.g., SXSW, industry-specific events) and obtain certifications in areas like Agile, cloud platforms, or specialized CX methodologies.
• Mentorship & Leadership Development: Participation in mentorship programs and leadership development initiatives designed to foster career growth within Accenture.

📝 Enhancement Note: The challenges in this role are typical of high-level consulting positions, requiring adaptability, strong communication, and a proactive approach to learning. Accenture's commitment to professional development provides ample avenues to overcome these challenges and grow within the field.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex client transformation program you led. What was the objective, your role, the challenges you faced, and the ultimate outcome?" (Focus on your leadership, strategic approach, and impact.)
• "How do you stay current with emerging trends in customer experience and service design, particularly in areas like AI and digital engagement?" (Showcase your commitment to continuous learning and innovation.)
• "How would you approach designing a new customer service model for a client in the [mention specific industry like Health or Financial Services] sector, considering their unique regulatory and operational needs?" (Demonstrate your industry awareness and design process.)

Company & Culture Questions:

• "What attracts you to Accenture and the Song Service practice specifically?" (Research Accenture's values, mission, and recent work in digital transformation.)
• "How do you foster collaboration and ensure effective communication within a diverse project team, including members from different Accenture service lines and client staff?" (Highlight your teamwork and interpersonal skills.)
• "How do you measure the success of your service design initiatives and communicate their value to senior leadership?" (Prepare to discuss metrics, ROI, and stakeholder reporting.)

Portfolio Presentation Strategy:

• Tell a Story: Structure each case study as a narrative – the client's challenge, your approach and methodology, your specific actions, and the measurable results.
• Focus on Value: Emphasize the business impact and ROI of your work. Quantify achievements wherever possible.
• Show, Don't Just Tell: Use visuals (journey maps, blueprints, wireframes) to illustrate your process and solutions. Be ready to walk through these artifacts.
• Be Prepared for Q&A: Anticipate questions about your design choices, challenges, and how you would adapt your work to different contexts.

Challenge Preparation:

• Think Like a Consultant: Approach any case study with a structured problem-solving framework. Clearly define the problem, gather information (ask clarifying questions), analyze options, and propose a well-reasoned solution.
• Prioritize and Justify: If faced with multiple options or constraints, clearly prioritize and justify your decisions based on business impact, feasibility, and client objectives.
• Communicate Clearly: Practice articulating your thoughts and recommendations concisely and confidently.

📝 Enhancement Note: Accenture interviews are rigorous and designed to assess a candidate's strategic thinking, problem-solving ability, leadership potential, and cultural fit. A strong portfolio and the ability to articulate your experience and methodology clearly are paramount.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the Accenture careers portal.
• Portfolio Customization: Curate your portfolio to highlight relevant service design projects, focusing on client transformation, customer journey optimization, and measurable business outcomes that align with Accenture's Song Service offerings.
• Resume Optimization: Tailor your resume to emphasize leadership experience, program management skills, and expertise in customer experience strategy, using keywords prevalent in consulting and digital transformation roles.
• Interview Preparation: Practice articulating your experience with specific examples that demonstrate your problem-solving approach, leadership capabilities, and ability to deliver value to clients, preparing for case study presentations.
• Company Research: Thoroughly research Accenture's Song division, its recent client successes, and its approach to digital transformation and customer experience to demonstrate your understanding and alignment with their business.

⚠️ 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.

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