Fjord Toronto

Service & Experience Design Lead

Accenture Interactive—a new breed of agency that’s all about the Experience. 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. Visit us here to learn more about what makes us the Experience Agency.

Our mission within our Design Experience practice is to make people’s lives better and drive sustainable growth for clients by reimagining industries, value propositions, products and services, and operating models. Globally, we are a community of 2,000 designers, strategists and innovative brains from proud teams including Bloom, Fjord, Allen International, and Interactive’s Experience Consulting team – among others. With expertise in human-centered design, growth strategy, business, service, and interaction design, customer and employee experience, organization design, and venturing and incubation, we design holistic experiences that resonate and evolve with its users, supporting brand values across a wide variety of touchpoints.

At Accenture Interactive, Service & Experience Design are at the heart of our design process. Our service and experience designers are a diverse team of strategic, empathetic thinkers and deep interaction specialists who envision and craft experiences from multi-channel services through to digital product creation.

The work:
  • Uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design.
  • Collaborate with our strategy, business design, and product design teams to understand user and business needs, identify design opportunities, and create meaningful service experiences.
  • Lead the practice of service and experience design at the project level, connecting frontline service delivery with back-end enablement through coordination, process design, and training.
  • Drive a user-centered design process that spans all phases of development, from framing a service opportunity to coordinating service delivery implementation.
  • Frame design solutions and explain thinking and rationale in a compelling way. Lead the communication of research findings, conceptual ideas, service strategy, service delivery, and implementation.
  • Manage relationships with partners and clients with respect to these activities.
  • 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.
  • Lead multi-disciplinary design teams through the process of making ideas tangible for your client through visual storytelling and service design techniques.
  • Explain, discuss, and justify design decisions eloquently. Give effective feedback and direction to other team members.
  • Establish and manage client relationships, offering counsel and positioning yourself as a strategic advisor.
  • Manage and maintain team motivation and morale.
  • 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 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. Publish articles, books, and other media on behalf of Accenture Interactive.

Here’s what you need:
  • Minimum 7 years’ experience of Service Design across varied users, business problems, and devices.
  • Minimum 3 years of experience planning, designing, facilitating, and synthesizing workshops.
  • Minimum 3 years' experience with driving and applying user-centered design processes.  
  • Minimum 2 years' experience creating experience maps, user journeys and service blueprints, interaction models, user flows, and wireframes.
  • Minimum 2 years' experience with rapid prototyping methods, ranging from paper sketching to digital prototypes.
  • Minimum 2 years'' experience requirements gathering and communication between all design teams, workstreams and clients.
  • 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.
  • Advanced ability to create and lead teams through the creation of experience maps, user journeys and service blueprints, interaction models, flows, and wireframes.

Bonus points if:
  • You’re composed in high-pressure situations with a “big-picture” perspective on how to handle those
  • Bachelor’s degree or equivalent experience in a related field.
  • Ability to learn new software quickly; experience with Microsoft Office, Adobe Creative Suite, Sketch, InVision, Axure, Confluence, or JIRA is a plus.
  • Accustomed to working collaboratively with customers and cross-functional team members.


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