#ACN GN - SONG -Service – CX Service Design– Consultant

Job Title -  GN - SONG - Service - CX - Service Design - Consultant

Management Level : 9 – Consultant

Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad

Must have skills: Designing and implementing customer experience solutions or operational excellence in front and back-office space

JobSummary:
As part of Accenture Industries & Process – SONG practice, you will work on engagements focused on designing and improving end-to-end customer experiences and service delivery models.

This role sits at the intersection of customer experience strategy, service design, and operational transformation. You will help leading organizations redesign how services are conceived, delivered, and scaled—translating human-centered insights into commercially and operationally viable solutions.

• You will support the design and implementation of service strategies across industries, helping clients enhance customer value, operational efficiency, and front- and back-office performance
  
  Roles and Responsibilities:
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• Own workstreams under guidance of a Manager
  • Support the design and implementation of innovative service strategies and solutions across various industries, focusing on enhancing customer value and operational efficiency.
• Translate ambiguity into structured problem statements - Ability to research and provide strategic, goal-driven solutions for clients.
• Develop client-ready presentations and solution artifacts that clearly articulate insights, recommendations, and implementation considerations.
  • Balance customer desirability with operational and technical feasibility
  • Identify use cases and user journeys that can benefit from Service Design experiences.
  • Contribute to journey mapping and service blueprinting activities, synthesizing research into structured insights.
  • Conduct user research, stakeholder interviews, and competitive analysis to inform service design recommendations.
  • Collaborate with technology, operations, product, and business teams to support implementation feasibility.
  • Contribute to workshops and working sessions with clients to define service improvements and experience strategies.
  • Advise clients on industry best practices (when appropriate).
  • Leverage AI-powered tools to accelerate research synthesis, journey analysis, and service concept evaluation where relevant.
  • Collaborate with other designers, both offshore & onshore, including product managers, developers, UX designers and other stakeholders across the organization.
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• The profile requires both technical and functional experience on Customer Service Domain across Front-Office (Contact centers, After-sales support, Omnichannel service operations , Digital self-service) & Back Office (Field service, Business Functions directly servicing customers) 
  Professional & Technical Skills:
  •            Proven experience in service design, customer experience management, or a related field.•            Strong understanding of service design methodologies, including journey mapping, service blueprinting, and design thinking.•            Experience in conducting user research, data analysis, and competitive analysis.•            Excellent communication, presentation, and interpersonal skills.•            Strong analytical and problem-solving skills with the ability to think strategically and creatively.•            Experience working in a fast-paced, client-facing environment.•            Proficiency in relevant software tools (e.g., design software, data analysis tools)•            Proficiency in assessing UI/UX·       Deep understanding of specific industries preferred (e.g., financial services, healthcare, telecommunications, retail) and their unique service challenges and opportunities.·       Familiarity with technology trends and emerging technologies (e.g., AI, IoT, blockchain, cloud computing) and their potential impact on service delivery.·       Awareness of relevant regulations and compliance requirements related to service delivery in different industries.
  Additional Information:
  •            An opportunity to work on transformative projects with key G2000 clients•            Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.•            Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.•            Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities•            Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.About Our Company | Accenture