Product Manager - AI-Enabled Customer Experience

Accenture UK & Ireland; Greater London; On-site; GBP 95,000 - 125,000; Full time

Benefits offered by this job

Annual bonus

Equity participation

Private healthcare

Mental wellbeing support

EAP & Career development

Parental leave

Job summary

Accenture Song in London seeks a Product Manager to own the vision and roadmap for AI-enabled customer journeys, including chatbots, personalization and self-service.

You will translate requirements into backlogs, lead discovery and workshops, and act as Product Owner for Agile delivery teams to ship high-impact AI features that enhance customer experience.

Qualifications

• 8+ years' experience in Product Management, Product Ownership, Business Analysis, or a related product leadership role, with demonstrable ownership of a product roadmap.
• Experience with AI-enabled products and customer-facing AI experiences (2+ years).
• Experience managing digital CX products across e-commerce, customer service, self-service or engagement channels.
• Proven stakeholder management with senior client stakeholders in governance forums and backlog sessions.
• Experience leading Product Owners, Business Analysts, or product teams.
• Experience across cross-functional teams including UX, engineering, data science, and delivery.
• Ability to define KPIs and success metrics for customer, operational and business outcomes.
• Experience with large-scale enterprise transformations (e.g., Salesforce, ERP) is a plus.

Responsibilities

• Define and own the vision, strategy, and roadmap for AI-enabled customer journeys (chatbots, personalization, self-service).
• Translate requirements into clear backlogs and prioritised delivery plans.
• Lead discovery, customer research, and stakeholder workshops to validate opportunities.
• Act as Product Owner for agile delivery teams and manage backlog refinement, sprint planning, and releases.
• Collaborate with UX, engineering and data science to ship AI features that improve customer experience.
• Measure success through adoption, satisfaction, conversion and business value metrics.
• Lead and coach Product Owners and Business Analysts.
• Build trusted relationships with client stakeholders as a strategic adviser.

Skills

Product Management

AI-enabled products

Digital CX products

Stakeholder management

Team leadership

Cross-functional collaboration

KPIs & SLAs

Agile / CSPO

Job description

Role: Product Manager – AI-Enabled Customer Experience

Location: London

Career Level: Manager

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: http://www.accenture.com/song

As a team

Our Product Management team helps clients transform customer experiences through product-led thinking, digital innovation, and AI-enabled solutions. We work at the intersection of business, customer experience, design, data, and technology to define and deliver products that create measurable value.

You’ll work with multidisciplinary teams across strategy, experience design, engineering, data science, and AI to shape the future of customer engagement through products, platforms, and emerging technologies.

You’ll learn:

• How to define and scale product strategies that align customer needs with commercial objectives.
• How to leverage AI, GenAI, conversational AI, and agentic capabilities to transform customer and employee experiences.
• How to work with multidisciplinary teams to deliver products from discovery through to launch, adoption, and optimisation.
• How to balance customer value, technical feasibility, delivery risk, and commercial outcomes in complex transformation programmes.
• How to influence senior business stakeholders while leading high-performing product teams.

As a Product Manager, you will:

• Define and own the vision, strategy, and roadmap for AI-enabled customer journeys (e.g. chatbots, personalisation, self-service)
• Translate customer, business, and stakeholder requirements into clear product backlogs and prioritised delivery plans.
• Lead discovery activities, customer research, and stakeholder workshops to validate product opportunities and use cases.
• Act as Product Owner for agile delivery teams, managing backlog refinement, sprint planning, prioritisation, and release scope.
• Partner with UX, engineering and data science to ship AI features that measurably improve customer experience
• Drive the design and delivery of AI-enabled customer journeys including self-service, customer support, commerce, and personalisation experiences.
• Define and measure success through adoption, customer satisfaction, conversion, operational efficiency, and business value metrics.
• Manage competing priorities and make informed trade-off decisions while maintaining roadmap integrity.
• Lead and coach Product Owners, Business Analysts, and product practitioners.
• Build trusted relationships with client stakeholders and act as a strategic adviser throughout delivery.

Required Experience

• 8+ years' experience in Product Management, Product Ownership, Business Analysis, or a related product leadership role, with demonstrable ownership of a product roadmap, not just execution against one.
• Experience working with AI-enabled products, Generative AI, conversational AI, machine learning solutions, or intelligent automation, with at least 2 years focused on AI/ML-driven products or customer-facing AI experiences.
• Experience managing digital customer experience products across e-commerce, customer service, support, self-service, or engagement channels.
• Proven stakeholder management experience within consulting, transformation, or client-facing environments, including engagement with senior client stakeholders in both governance forums and working-level backlog sessions.
• Experience leading, coaching, mentoring, or line-managing Product Owners, Business Analysts, or product team members.
• Experience working across cross-functional teams including UX, engineering, architecture, data science, testing, and delivery.
• Comfortable defining KPIs, SLAs, and success metrics to measure customer, operational, and business outcomes.
• Experience delivering within large-scale enterprise transformation programmes, such as Salesforce, ERP, or comparable platform implementations (preferred).
• Agile/Scrum certification, such as Certified Scrum Product Owner (CSPO) or equivalent, is desirable.

What’s in it for you

Our Total Rewards consist of a competitive basic salary, annual performance bonus, opportunities to acquire equity and a wide range of health and wellbeing benefits. These include perks such as:

• Up to 30 days of leave to spend each year plus 3 extra volunteering days per year for charitable work of choice.
• Family-friendly and flexible work policies.
• Attractive pension plan with financial wellbeing support and resources.
• Private healthcare insurance plan and Mental Wellbeing support.
• Employee Assistance Programme, Career Development and Counselling.
• A range of generous Parental Leave offerings.

Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the outstanding services we are known for.

Please note that with all our roles, you should expect some in-person time for collaboration, learning and building rapport with clients, peers, leaders and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

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