Job Description

Accenture Song is seeking an experienced Design Director to lead service design activities across a range of innovative projects, with organisations from a variety of industries – achieving visionary, relevant and impactful outcomes.

In this role you will lead and manage multi-disciplinary teams of designers to uncover salient and latent needs that drive desirable and differentiated value across the entire customer journey. You have strong strategic and empathetic skills, and have the ability to envision and craft services based on deep understanding of customer needs. You are also comfortable providing design leadership and managing client relationships.

As part of Accenture Song, we're able to help our clients achieve relevance and growth by delivering purposeful experiences that people love.

Your role is key to ensuring we do this successfully.

Our living culture and borderless playground provides us with space to thrive. Simple core values that inform everything we do: be adventurous; bring a vision; make an impact; rely on empathy; nurture collaboration; stay transparent; and be bold and generous in everything you do.

You'll be a great fit if you are:

  • Natural at engaging people at a deep level – whether observing or interviewing customers; working with fellow team members; presenting to clients

  • A visual and verbal storyteller, sharing insights about people and behaviour in a way that generates empathy, emotion, and engagement from the client and project team

  • Comfortable with ambiguity in a fluid organisation

  • Ready to collaborate on products and services that change the way our clients do business – creating impact at scale

  • Passionate about creating experiences that fuse physical and digital through research, analytics, design and delivery


  • Lead all service design activities and responsible for deliverables throughout the project – planning, shaping, driving, designing and collaborating with clients, stakeholders and the wider project team.

  • Uncover user needs through a range of research techniques, develop relevant and actionable insights, generate concepts, and craft how people will interact with the products and services we design.

  • Collaborate with our user research and business design teams to understand user and business needs, identify design opportunities, and create meaningful service experiences.

  • Process and analyse a variety of structured and unstructured information to map complex journeys and processes – giving context to customer needs, touchpoints and pain points.

  • Lead the development of service concepts, blueprints and other service design artefacts.

  • Scope, plan and conduct concept testing sessions – uncovering insights that shape and guide design decisions.

  • Effectively communicate and guide design concept presentations – explaining, discussing and justifying design decisions.

  • Work with business and technical stakeholders to scope enablers; using mixed methods and approaches; to bring integrated value to our clients.

  • Establish, manage, and build client relationships.

  • Actively participate in new business development efforts by providing expert information in pitch efforts and client meetings.

  • Assess performance and provide career guidance for those in your project and line management team.

  • Lead and give feedback in interviews for prospective candidates.

  • Be a Fjord ambassador, building culture, attending and planning studio and community events, workshops, and conferences. 


Minimum Experience

  • 7+ years experience designing services and experiences for a range of users, business problems and touchpoints

  • 3+ year of experience planning, designing, facilitating, and synthesizing workshops. 

  • 3+ years' experience with driving and applying user-centered design processes.

  • 2+ years creating experience maps, user journeys and service blueprints, interaction models, flows, and wireframes.

  • 2+ years' experience with rapid prototyping methods, ranging from paper sketching to digital prototypes.

  • Highly fluent in translating stakeholder goals, user research, and complex processes into elegant service experiences.

  • High dexterity in speed and quality with tools such as Miro, Mural, PowerPoint, Excel, Keynote, and similar tools.

  • Familiarity with Figma, Sketch, Invision and Adobe CS.

  • A portfolio that demonstrates your experience and strengths in service design.

  • Passion for staying up to date with global trends in consumer behaviour, business and design best practices.

Preferred Experience

  • Bachelor's degree or equivalent experience in related field

  • Knowledge and experience with applying user-centered design processes

  • Understanding of areas of specialization within the wider design landscape, including but not limited to: Design Research; Visual Design; Interaction Design; Product Design; and Content Design

  • Ability to learn new software quickly; experience with Microsoft Office, Adobe Creative Suite, Sketch, InVision, Axure, Confluence, or JIRA is a plus. 

  • Experience working in cross-functional product development squads



At Accenture, our philosophy is anchored in recognising that our people are multi-dimensional. We take an intersectional human approach to create a work environment where all people feel like they can bring their authentic selves to work, every day.

We believe that equality drives innovation. Our commitment to accelerating equality starts at the top with our board and CEO and extends across every part of the company. This comes to life when our people own the equality agenda, making it part of their jobs – every decision, every day – and feel free to speak up and to act.

We do not tolerate discrimination because of differences, such as age, ability, ethnicity, gender, gender identity or expression, religion, or sexual orientation. We want a workplace that is inclusive and diverse to that end we are setting bold goals and taking comprehensive action. To achieve these goals, we collect information that allows us to track the effectiveness of our Inclusion and Diversity programs.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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