Experience Designer

Experience Designer, Song Service  CL9   -   Consultant   London, Edinburgh  We are Accenture Song, the world's largest tech-powered creative group. For us, customer experience is not an add-on;   it’s   foundational 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 Designer   in 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 transformation   programmes .   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, and   demonstrate   the   brand   promise when it counts most.   If   you're   looking 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 team   The Service practice sits within Accenture Song. Our   vision 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:   Reinventing   customer service   across physical, digital/app-based and AI-powered channels   Data-driven transformation across service to reduce cost and drive growth   Designing   future-ready service models , enabled by platforms,   data   and automation   Embedding   GenAI, intelligent automation and decisioning   into customer service journeys and operations   Supporting clients to define a   customer-first mindset , helping them shape their business and operating models   Delivering   measurable business outcomes , not   just great   experiences We work across the full lifecycle: from ambition and vision, through design and experimentation, to   scaled   delivery and adoption.   What   you’ll   do   Shape AI-enabled   serv ice tra nsformations   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, agent   assist   and intelligent workflows   Translate research and insight into service blueprints, user flows,   wireframes   and design systems that can be implemented and scaled   Use generative technology and emerging tools to   creat e proof o f concepts,   accelerate discovery, concept,   prototype   and test ideas   Facilitate co-creation workshops with clients,   stakeholders   and users to generate and   validate   service concepts   Deliver design craft at pace   Work with   proficiency   in Figma, Miro and collaborative design tools and actively build skills in   Claude Code,   Cod ex,   Gemini ,   Lovable, Midjourney and Runway   for design-to-code and generative workflows   Demonstrated ability to design and iterate on human- centered   interfaces, inc luding exp erience with prompt patterns, uncertainty/confidence visualization, and designing for non-deterministic system outputs     Conduct user research ;   interviews, ethnographic studies, usability testing and   synthesise   insights 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 with   technologists, data scientists, product leaders, strategists, Forward Deployed   Engineers   and delivery teams   to 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,   capability   and the practice   Contribute to thought leadership,   templates   and reusable design assets in AI experience design   Stay current on AI design tools, industry   trends   and 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 Required   Professional experience in Service Design, UX Design, Product   Design   or 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- centred   design and emerging AI.    Core experience   Strong background in   service,   product   or experience design   A portfolio that   demonstrates   design thinking,   craft   and 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,   wireframes   and design systems   Experience working within cross-functional teams and contributing to complex, multi-stakeholder projects   Strong communication   skills ;   able to present and   rationalise   design decisions clearly to non-design stakeholders   AI,   data   and technology awareness   Agentic experience and experience delivering   GenAI-enabled services ( e.g.   conversational AI)      Practical experience working with or alongside:   AI tools such as ChatGPT, Claude, Midjourney, Runway,   Eleve