Enterprise Service Designer - Lead End-to-End Experience

Accenture; Midrand; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A global consulting firm in Midrand is looking for a Service Designer with approximately 5 years of experience in service design across enterprise programs. The candidate should be proficient in design thinking, journey mapping, and agile methodologies. Responsibilities include leading service design efforts, translating business strategies into customer experiences, and collaborating with cross-functional teams to ensure successful service outcomes. Ideal candidates will possess a portfolio demonstrating their skills in service blueprinting and measurable results.

Qualifications

• 5 years of experience in Service Design for enterprise programs.
• Fluent in design thinking and able to facilitate sessions with various stakeholders.
• Proven ability to align business strategy with service operations in digital environments.

Responsibilities

• Lead service blueprinting and journey mapping for customer experiences.
• Translate business strategy into measurable service outcomes.
• Co-create functional designs with cross-disciplinary teams.

Skills

Service design expertise

Design thinking

Systems thinking

Fluency in journey mapping

Proficiency in Figma/Mural

Experience in Agile environments

Tools

Figma

Mural

Analytics dashboards

Job description

Why this role exists

Our D&DP team shapes, builds, and scales enterprise-grade digital products and servicesacross web, mobile, and multi‑channel ecosystems. This role translates business strategyinto orchestrated service experiencesand operating models, partnering with the Product Design Leadand Customer Advisory Leadto ensure desirability, feasibility, and viability across complex platforms. (Anchored in DDP’s L2/L3 “Product & Service Strategy → Product & Experience Creation → Capability Build & Scale” value chain.)

What you’ll do:

• Service blueprints & journeys:Lead end‑to‑end service blueprinting (front‑stage/back‑stage), journey mapping, and scenario design to connect customer moments, channels, systems, and ops.

• Business design & value:Translate business strategy into service propositions, value streams, KPIs, and guardrails; tie designs to measurable outcomes (adoption, cost‑to‑serve, conversion, NPS/CES).

• Enterprise product integration:Define how services intersect with enterprise‑level digital products(platform architecture, content and data flows, process and role design), ensuring scale across brands/markets.

• Cross‑functional collaboration:Co‑create with the Product Design Lead(experience & UI), Customer Advisory Lead(stakeholder alignment, business case, change), Product Owners, Engineering, Data/Analytics, and Ops. (Ways‑of‑working guided by our product/experience governance patterns.)

• Research → insight → decisioning:Plan and synthesize qualitative/quantitative research; turn insights into service requirements, content/IA implications, policies/SOPs, and backlog items.

• Roadmaps, experiments & releases:Define service MVP scope, run prototypes/Pilots, and support A/B/DoE experimentation; feed learning back into quarterly business reviews and product councils.

• Governance & handover:Produce service design packages (blueprints, RACI, SLAs/OLAs, success metrics), and partner across transition to delivery and operations.

What you’ll bring (Must‑haves)

• ~5 yearsin Service Designacross enterprise programs (multi‑team, multi‑market), with a portfolio of service blueprints, journeys, and measurable outcomes.

• Fluency in design thinking, systems thinking, journey mapping, blueprinting, and storytelling; confident facilitating C‑level to squad‑level sessions.

• Proven ability to connect business strategyto service operations(e.g., process, role, policy, SLA) for digital products at scale.

• Comfortable in Agileenvironments, shaping epics/stories, acceptance criteria, and aligning with release trains and product councils.

• Tooling: Figma/Mural (or equivalent) for mapping/blueprinting; comfort with analytics dashboards and experimentation frameworks.

Bonus points

• Exposure to ITIL‑informedservice management concepts (incident/problem/change) to ensure service operability post‑launch.

• Experience in high‑scale platform ecosystems (e.g., modular content, data‑driven personalisation, multi‑locale ops).

What to include with your application

A portfolio (3–4 examples) showing service blueprintsand the business impact(metrics or outcomes), plus one example of partnering with a Product Design Leadand Customer Advisory Leadto reshape a service or operating model.