Service Designer Copy 02

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

Job summary

A global professional services company is looking for a Service Designer in Midrand, South Africa. The role involves leading service blueprinting and journey mapping, translating business strategies into actionable service propositions, and collaborating across teams to ensure measurable outcomes. Candidates should have around 5 years of experience in service design, be fluent in design thinking, and comfortable in Agile environments. Proficiency in tools like Figma and a portfolio of past work are essential.

Qualifications

• 5 years in Service Design with a portfolio of measurable outcomes.
• Fluency in design and systems thinking.
• Proven ability to connect strategy to service operations.

Responsibilities

• Lead end-to-end service blueprinting and journey mapping.
• Translate business strategy into service propositions.
• Define how services intersect with enterprise-level digital products.

Skills

Service Design

Design Thinking

Journey Mapping

Blueprinting

Agile Methodologies

Tools

Figma

Mural

Analytics Dashboards

Job description

Why this role exists

Our D&DP team shapes, builds, and scales enterprise-grade digital products and services across web, mobile, and multi‑channel ecosystems. This role translates business strategy into orchestrated service experiences and operating models, partnering with the Product Design Lead and Customer Advisory Lead to 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 years in Service Design across 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 strategy to service operations (e.g., process, role, policy, SLA) for digital products at scale.
• Comfortable in Agile environments, 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‑informed service 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 blueprints and the business impact (metrics or outcomes), plus one example of partnering with a Product Design Lead and Customer Advisory Lead to reshape a service or operating model.