Service Design Consultant

📍 Job Overview

Job Title: Service Design Consultant

Company: Accenture

Location: London, United Kingdom

Job Type: Full-time

Category: Service Design / Customer Experience Operations

Date Posted: 2026-07-29

Experience Level: Mid-Level (2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• This pivotal role focuses on designing and delivering AI-enabled customer service transformations, integrating generative AI and intelligent automation into customer journeys and operations.

• You will own workstreams across the full design lifecycle, from research and ideation through to prototyping and delivery of innovative service solutions.

• The position requires a strong blend of user-centered design principles, technical AI awareness, and consulting skills to drive tangible business outcomes for clients.

• Collaboration with cross-functional teams, including technologists, data scientists, and product leaders, is essential for creating integrated, future-ready service models.

📝 Enhancement Note: The job title "Service Design Consultant" and the emphasis on "AI-enabled customer service transformations," "generative AI," and "intelligent automation" clearly place this role within the broader operations and customer experience sector. While not strictly "Revenue Operations" or "Sales Operations," its focus on optimizing customer journeys and service delivery directly impacts customer retention, satisfaction, and, consequently, revenue. The "Consultant" aspect implies a client-facing role with a focus on strategic implementation and process improvement.

📈 Primary Responsibilities

• Lead and own workstreams within AI experience design projects, from initial research and ideation to prototyping and final delivery.

• Design and contribute to AI-augmented customer service journeys, including chatbots, copilots, agent assist functionalities, and intelligent workflows.

• Translate user research and insights into actionable design artifacts such as service blueprints, user flows, wireframes, and design systems.

• Leverage generative AI tools and emerging technologies to create proofs of concept, accelerate discovery, and rapidly prototype and test service ideas.

• Facilitate co-creation workshops with clients, stakeholders, and end-users to generate, validate, and refine service concepts.

• Conduct user research, including interviews, ethnographic studies, and usability testing, synthesizing findings into clear design recommendations.

• Prototype service solutions, ranging from low-fidelity concepts to high-fidelity interactive experiences, and iterate based on user feedback and business insights.

• Collaborate effectively with technologists, data scientists, product leaders, strategists, Forward Deployed Engineers, and delivery teams to ensure integrated solution delivery.

• Present design thinking, rationale, and creative decisions clearly and confidently to client stakeholders and internal teams.

• Contribute to thought leadership, develop reusable design assets in AI experience design, and stay current on AI design tools and service design trends.

📝 Enhancement Note: The responsibilities highlight a hands-on design role with a strategic component. The emphasis on "AI-enabled customer service transformations," "generative AI," and "intelligent automation" indicates a focus on modernizing customer service operations. The mention of "service blueprints," "user flows," and "design systems" points to a need for structured design processes, which are core to operational efficiency.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong background in design, human-computer interaction, or a related field is implied. A portfolio demonstrating design thinking and craft is paramount.

Experience: Professional experience in Service Design, UX Design, Product Design, or a related field, with demonstrable involvement across the end-to-end design process (shaping, designing, testing, refining, launching).

Required Skills:

• Strong background in service, product, or experience design.

• A portfolio showcasing design thinking, craft, and the reasoning behind creative decisions.

• Experience with user research methods (interviews, workshops, usability testing, ethnographic studies).

• Ability to produce service blueprints, journey maps, user flows, wireframes, and design systems.

• Experience working within cross-functional teams on complex, multi-stakeholder projects.

• Strong communication skills, with the ability to present and rationalize design decisions clearly to non-design stakeholders.

• Intellectual curiosity, genuine care for end-users, and a willingness to work at the intersection of human-centered design and emerging AI. Preferred Skills:

• Experience in designing and iterating on human-centered interfaces, including prompt patterns, uncertainty/confidence visualization, and designing for non-deterministic system outputs.

• Practical experience working with or alongside AI tools such as ChatGPT, Claude, Midjourney, Runway, ElevenLabs, GitHub Copilot, or a custom AI design stack.

• Familiarity with design-to-code tools like Claude Code, Lovable, Replit, or a strong willingness to learn them.

• Experience with cloud-based customer platforms (e.g., Salesforce, Microsoft Dynamics, AWS).

• A track record of integrating AI into the design process through research, prototyping, testing, or internal tooling.

• Genuine