Service & Experience Designer

The Role

Accenture Song's Singapore Design & Digital Products practice works at the intersection of strategy, service design, interaction design, and product delivery. Our designers do not specialise narrowly: you will move between discovery and delivery, between policy and product, between enterprise platforms and citizen-facing services. You will work in multi-disciplinary consulting teams serving government, financial services, and enterprise clients, from across all other industries.

The Design Consultant role is for designers who can think like consultants without losing their craft. We hire across three career levels that share the same core expectations but differ in scope, autonomy, and influence.

What You Will Do

Across all three levels, Design Consultants are expected to do the following. Scope of ownership scales with level.

Discovery and Design Research

• Plan and execute user research: interviews, contextual inquiry, usability testing, service safaris

• Translate research findings into insights, not just observations, and connect them to design decisions

• Facilitate co-creation workshops with clients and end users across industries

• Use AI tools to accelerate synthesis: summarising interview transcripts, clustering themes, and generating first-draft insights for team review Problem Framing and Strategy

• Define design briefs from ambiguous inputs and reframe problems when the original framing is wrong

• Apply systems and strategic thinking to frame issues across micro-interactions and macro service ecosystems

• Use business design methods (business cases, opportunity sizing, KPIs, operating models) in service of design decisions

• Use AI to rapidly explore problem framings, generate analogies across industries, and pressure-test proposed directions before committing Interaction Design and Service Design

• Design end-to-end user flows, information architectures, and interaction patterns across web, mobile, and enterprise platforms

• Produce service blueprints, journey maps, and orchestration models that bridge frontstage experience and backstage operations

• Work fluidly between low-fidelity concept sketches and high-fidelity interaction specs

• Use AI-assisted prototyping tools to iterate interaction concepts faster and validate early with stakeholders Visual****Design

• Deliver client-ready visual design work: consistent spacing, typographic hierarchy, colour, and component usage

• Apply and extend design systems and component libraries with an eye for scalability

• Use Figma AI features (Auto Layout, component suggestions, design-to-code) and generative tools to accelerate production without compromising quality Client Delivery and Communication

• Present your own work clearly in client reviews, design critiques, and steering committee sessions

• Adapt your communication style to technical, business, and executive audiences

• Anticipate risks, manage scope, and communicate timing expectations proactively

• Use AI to prepare for workshops and client presentations: drafting agendas, generating stimulus material, and structuring narratives ahead of sessions Collaboration and Craft

• Work within multi-disciplinary project teams: strategists, technologists, business analysts, product owners

• Give and receive rigorous design critiques without making them personal

• Hold a point of view under pressure and choose your battles without losing the larger goal Career Level Overview

At the entry level, you own your tasks, your quality, and your timelines. You execute with precision, flag blockers early, and approach each project as a participant who asks sharp questions and improves the process as you go.

At the mid level, you own a workstream within a project. You connect your output to the broader project goal, contribute to client-facing moments, and begin to frame problems, propose directions, and earn client trust as a contributor.

At the senior level, you own the design quality of the entire project. You direct the workstream, manage the client relationship day-to-day, mentor junior designers, and shape scope as the driver who leads workshops and holds the client relationship.

What We Value

We look for designers who produce work that is rational, intentional, and defensible — not just visually polished. You should be able to analyse a problem before proposing a solution, communicate your reasoning clearly to a mixed audience, and hold your position with confidence without losing the room. You are someone who is comfortable when the brief is incomplete, who takes feedback as information rather than criticism, and who understands that good design in a consulting context has to work for the business as much as it works for the user.

Strong-to-Haves

• Experience in service design methods: journey mapping, service blueprinting, facilitation
• Interaction design for enterprise or government platforms
• Client-facing experience: presenting work, running workshops, handling stakeholder questions live
• Familiarity with AI-assisted design workflows in Figma or adjacent tools
• Background in consulting, agency, or in-house product teams with cross-functional delivery Visual Design (Secondary, butRequired)

Visual design is not the primary expectation for this role. That said, you should be able to produce client-ready visual work independently. A strong visual design specialist who cannot hold a discovery conversation or articulate business rationale is not a fit.

• Can apply and extend an existing design system, not just use it
• Comfortable working with brand guidelines and adapting visual language to new contexts
• Aware of current visual trends and knows when they apply, and when they do not

Entry Level:

Portfolio bar

• 2+ years of design experience in a professional environment
• Portfolio shows end-to-end design thinking: problem framing, process, decisions, outcome
• At least one case with research and at least one with interaction design or service design deliverables
• Work is clean, intentional, and clearly narrated; not just screenshots of final screens Mid Level:

Portfolio bar

• 4+ years of design experience, including at least one consulting or multi-stakeholder engagement

• Portfolio shows you can work across research, interaction design, service design, and visual design, even if your depth varies

• At least one case where you navigated ambiguity, changed direction mid-project, or managed a difficult stakeholder dynamic

• Evidence of cross-discipline collaboration, not just solo execution Experience:

• 6+ years of design experience, with at least 2 years in a lead or principal role

• Portfolio shows you have shaped the design direction of a project, not just executed it

• Evidence of design leadership: how you gave direction, resolved competing priorities, raised quality

• At least one case at the scale of a government, enterprise, or financial services engagement (or equivalent complexity)