- Location
- Gurugram, DDC1A, India
- Type
- Full-time
- Department
- Design
- Seniority
- Manager
- Experience
- 8+ years
- Education
- Master
- Source
- Workday
Description
Job Title - GN - SONG - Service - CX - Service Design – Manager
Management Level : 07 – Manager
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
Job Summary:
As part of the team, you will work on transformative engagement driven by key offerings like Marketing Transformation, Connected Commerce and Advanced Customer Engagement. You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance.
Roles & Responsibilities:
• Lead and contribute to engagements around the design and implementation of innovative service strategies across various industries, focusing on enhancing customer value and operational efficiency.
• Design and orchestrate seamless and efficient service delivery models, leveraging technology and human-centered design principles.
• Conduct in-depth market research and competitive analysis to identify emerging trends and best practices in service design.
• Collaborate with cross-functional teams (e.g., technology, operations, product development, client business functions) to develop and implement service design solutions.
• Develop and implement customer journey maps, identifying key touchpoints, pain points, and opportunities for improvement.
• Develop and present compelling proposals and presentations to clients, articulating the value proposition of service design solutions.
• Manage project timelines, budgets, and resources effectively, ensuring project deliverables are met on time and within scope.
• Stay abreast of the latest advancements in service design methodologies, technologies, and industry best practices and demonstrate though leadership
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.
Experience: • 8+ years of experience in working with service design solutions – designing and implementing customer experience solutions or operational excellence in front and back-office space
• 4+ years of project management experience and consulting experience
Educational Qualification: MBA from a tier 1 institute
About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
