Product Manager - AI-Enabled Customer Experience

Accenture; Greater London; Vor Ort; GBP 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Up to 30 days leave + volunteering

Pension plan with financial wellbeing

Private healthcare

Employee Assistance Programme

Career development

Flexible work policies

Zusammenfassung

Accenture London is seeking a Product Manager for AI-enabled customer experiences to define strategy and deliver AI-powered journeys. You will lead cross-functional teams across UX, engineering and data science from discovery to launch and optimization.

Own the vision and backlog, set success metrics, and drive adoption of chatbots, personalization and self-service experiences. The role requires 8+ years in product leadership, experience with AI/ML products, and proven ability to influence

Qualifikationen

• 8+ years of product management or equivalent leadership experience with a demonstrable product roadmap.
• Experience delivering AI-enabled customer experience products, with at least 2 years in AI/ML-driven products.
• Proven stakeholder management experience with senior clients and cross-functional teams.
• Experience leading Product Owners, analysts or product teams in agile environments.

Aufgaben

• Define vision, strategy and roadmap for AI-enabled journeys.
• Translate requirements into clear product backlogs and delivery plans.
• Lead discovery, customer research and stakeholder workshops.
• Act as Product Owner for agile delivery teams and manage backlog refinement.
• Partner with UX, engineering and data science to ship AI features.
• Drive adoption and measure success via relevant metrics.
• Lead and coach Product Owners and analysts.
• Build trusted relationships with client stakeholders and act as a strategic adviser.

Kenntnisse

Product management

AI/ML experience

Stakeholder management

Team leadership

Agile/Scrum

Cross-functional collaboration

Jobbeschreibung

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, grow and advance in an innovative culture that thrives on shared success, diverse ways of thinking, and enables boundaryless opportunities that can drive your career in new and exciting ways.

If you’re looking for a challenging career working in a vibrant environment with access to training and a global network of experts, this could be the role for you. As part of our global team, you’ll work with cutting-edge technologies and help some of the world’s leading organisations create exceptional customer experiences.

In our team you will 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.

Qualification

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.

SNGCR01

Locations

London

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.

We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.

At Accenture, we see well-being holistically, supporting our people’s physical, mental and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.

Join Accenture to work at the heart of change. Visit us at www.accenture.com .