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, and 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.

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.

• 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.

• Own work streams 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 create proof of concepts, accelerate discovery, concept, prototype and test ideas

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

• Work with proficiency in Figma, Miro and collaborative design tools and actively build skills in Claude Code, Codex, Gemini, Lovable, Midjourney and Runway for design-to-code and generative workflows

• Demonstrated ability to design and iterate on human-centered interfaces, including experience 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 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

• 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…