AI-Driven Experience Design Lead

Accenture; Irving (TX); On-site; USD 120,000 - 210,000; Full time

Job summary

Accenture Song is seeking an Experience Design Manager to lead the design and delivery of AI-powered customer service experiences across digital and conversational platforms. You will guide multidisciplinary teams and shape engagement roadmaps, balancing user needs with business outcomes.

You will drive discovery-to-launch workstreams, mentor designers, and advance inclusive, scalable experiences while collaborating with product, AI, CX, and client stakeholders.

Qualifications

• 7+ years delivering UX, product, service, or experience design across digital products and platforms.
• 4+ years leading end-to-end product or service design engagements from discovery to optimization.
• 3+ years mentoring or leading design teams in cross-functional environments.
• 3+ years collaborating with product, engineering, AI/NLP, analytics, CX and business stakeholders in agile delivery.
• 1+ years designing AI-powered or conversational experiences (chatbots, virtual agents, copilots, or voice interfaces).

Responsibilities

• Lead end-to-end experience strategy and design delivery for AI-powered customer service solutions from discovery through optimization.
• Direct and mentor teams of designers across product, conversation, and service design.
• Establish product visions, journeys, service blueprints, and interaction models aligned with business goals.
• Guide design workstreams across chat experiences, agent tools, dashboards, escalation workflows, and self-service platforms.
• Translate AI capabilities into transparent, intuitive user experiences and design patterns.

Skills

UX design

Product design

Service design

AI-powered experiences

Leadership

Cross-functional collaboration

Design research

Education

Bachelor's degree in Design, Human-Computer Interaction, Cognitive Science, Psychology, or a related field

Tools

Figma

Design systems

Prototyping

Job description

Accenture Song is seeking an Experience Design Manager to lead the design and delivery of AI-powered customer service experiences across digital and conversational platforms. You will guide multidisciplinary teams and shape engagement roadmaps, balancing user needs with business outcomes.

You will drive discovery-to-launch workstreams, mentor designers, and advance inclusive, scalable experiences while collaborating with product, AI, CX, and client stakeholders.