Service & Experience Designer

Service & Experience Designer

Requirements

• 3 + years of in-depth knowledge and experience in design research, interaction design, and service design across varied users, business problems, and digital and physical touchpoints.
• 3+ years of experience driving and applying user-centered design processes and activities.
• 2+ years of experience planning, designing, facilitating, and synthesizing workshops.
• 2+ years creating experience maps, user journeys and service blueprints, interaction models, user flows, and wireframes.
• 2+ years’ experience with rapid prototyping methods, ranging from paper sketching to digital prototypes.
• A minimum of a high school diploma or GED is required for this position
• English is required for this position as this role will regularly interact with stakeholders across Canada, US and other countries across our Global footprint where English is the common language. Due to the significant high volume of interactions with these English-speaking stakeholders, which is inherent to this position, it is not possible to reorganize the company’s activities to avoid this requirement.
• Federal Reliability clearance or eligibility to obtain such

Responsibilities

• Uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design.
• Participate in and occasionally lead service and experience design activities, including client workshops, user interviews, and creative brainstorms.
• Collaborate with our strategy, business design, and product design teams to understand user and business needs, identify design opportunities, and create meaningful service experiences.
• Making ideas tangible for your client through visual storytelling and service design techniques.
• Drive a user-centered design process that spans all phases of development, from framing a service opportunity to coordinating service delivery implementation.
• Explain, discuss, and justify design decisions eloquently. Give effective feedback and direction to other team members.
• Frame and tell the story of design solutions, explaining the teams thinking and rationale in a compelling way. Contribute to the communication of research findings, conceptual ideas, service strategy, service delivery, and implementation.
• Own service and experience design deliverables such as behavioural customer segmentation, experience maps, user journeys, service blueprints, interaction models, process documentation, and workflows.
• Advance the practice of Service and Experience Design as a discipline and practice, building and pulling in state-of-the-art methods from external and internal expertise.
• Be a service and human-centered design ambassador within Accenture and the broader design community, attending and helping to plan practice and community events, workshops, and conferences. Contribute to articles, books, and other media on behalf of Accenture Song.

Preferred Qualifications

• Knowledge of and curiosity about technology and its impact on design solutions.
• Understanding of areas of specialization within the greater design landscape, including but not limited to Business Design, Growth Strategy, Product Design, Visual Design, and Content Design.
• Willingness to broaden your own skillset into adjacent specializations while refining mastery of primary skillset.
• Ability to create and lead teams through the creation of experience maps, user journeys and service blueprints, interaction models, process documentation, and workflows.
• You’re composed in high-pressure situations with a “big-picture” perspective.
• Bachelor’s degree or equivalent experience in a related field.
• Ability to learn new software quickly; experience with Microsoft Office, Adobe Creative Suite, Sketch, Figma, Axure, Confluence, ADO or JIRA is a plus.
• Accustomed to working collaboratively with customers and cross-functional team members.
• You are a bilingual in French and English