Senior Manager

GN - SONG - Service - Service Design- Consultant

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

Management Level: 09 - Consultant

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

The Practice – A Brief Sketch

The Strategy & Consulting Global Network Song practice is aligned to the Global Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

Job Summary

As part of Accenture Strategy & Consulting – 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 & Responsibilities

• 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.

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

• Working knowledge of service design methodologies (journey mapping, service blueprinting, design thinking).
• Experience in customer experience improvement or operational excellence initiatives in service environments.
• Ability to deconstruct complex service challenges into structured hypotheses and prioritize solutions based on impact and feasibility.
• Ability to create hypothesis based on understanding of clients’ issues.
• Ability to synthesize qualitative and quantitative inputs into clear insights.
• Experience working in a fast-paced, client-facing or consulting environment.
• Familiarity with design and visualization tools (e.g., Figma, Visio, PowerPoint) and data analysis tools.
• Understanding of UI/UX principles and their role in service delivery.
• Extensive customer experience and operational excellence
• Having executed similar projects is mandatory 

Additional Information:

• An opportunity to work on transformative projects with key G2000 clients
• Build deep expertise at the intersection of CX, service design, and operations.
• Work on large-scale transformations, not isolated design exercises.
• Develop a consulting career path within SONG, with exposure to strategy, design, and execution.
• 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.
• Opportunity to thrive in a culture that is committed to accelerate equality for all.

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