Experience Designer

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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,   ElevenLabs , GitHub Copilot or a custom AI design stack

Design-to-code tools: Claude Code, Lovable,   Replit   or a willingness to learn

Cloud-based customer platforms (Salesforce, Microsoft Dynamics, AWS, etc.)

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

Genuine curiosity about how AI changes what services feel like to use and how design needs to adapt

Leadership & consulting skills

Strong analytical and problem-solving capability

Ability to work effectively within agile, collaborative, fast-moving consulting environments

Confidence presenting design rationale and trade-offs to client stakeholders

Comfortable collaborating with   technologists, data   scientists   and product leads   to deliver integrated solutions

Experience working across multi-channel services (digital, contact   centre , AI-driven) is a plus

Set yourself apart

A design portfolio that includes AI-enabled products, conversational   experiences   or agentic service design work

Certifications in Agile, Product Design, Service Design or Cloud platforms

Thought leadership or asset development in AI experience design or service innovation

Contact   centre   platform experience ( e.g.   Genesys, Sierra, Decagon,   Parloa ,   PolyAI , NICE   Cognigy ,   Agentforce   Contact Centre and Amazon Connect)

Experience in Telco, Financial Services or Public Sector; our highest-demand client verticals

What’s   in it for you

Our   Total Rewards   consist of a competitive basic salary, annual performance bonus, opportunities to   acquire   equity and a wide range of health and wellbeing benefits. These include   perks   such as:

25 days of leave to spend each year plus 3 extra volunteering days per year for charitable work of choice.

Family-friendly and flexible work policies.

Attractive pension plan with financial wellbeing support and resources.

Private healthcare insurance plan and Mental Wellbeing support.

Employee Assistance   Programme , Career Development and Counselling.

A range of generous Parental Leave offerings.

Flexibility and mobility are   required   to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the outstanding services we are known for.

Please note that with all our roles, you should expect some in-person time for collaboration,   learning   and building rapport with clients, peers,   leaders   and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

Accenture is an equal opportunities employer and encourages applications from all sections of society and does not discriminate on grounds of race,   religion   or belief, ethnic or national origin, disability, age citizenship, marital,   domestic   or civil partnership status, sexual   orientation   or gender identity.

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About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at   www.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, sexual orientation, gender identity or expression, 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.

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