AI-Driven Experience Design Lead for Product & Conversational Design

Accenture; San Francisco (CA); On-site; USD 94,000 - 294,000; Full time

Job summary

Accenture Song, the Experience Agency, seeks an Experience Design Manager to lead the design and delivery of AI-powered customer service experiences. You will guide multidisciplinary teams of designers and AI specialists, shaping strategy and roadmaps while ensuring usable, trustworthy experiences across digital and conversational channels.

You will partner with product and AI/NLP engineers, facilitate workshops, and drive high-quality outputs from discovery through launch, while advocating

Qualifications

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

Responsibilities

• Lead end-to-end experience strategy and design for AI-powered customer service solutions.
• Direct and mentor design teams across product, conversation, and service design disciplines.
• Establish visions, journeys, service blueprints, and interaction models aligned with business goals.
• Guide workstreams across chat experiences, agent tools, dashboards, and self-service platforms.
• Translate AI capabilities into transparent, intuitive user experiences.
• Partner with product managers, AI engineers, architects, researchers, and stakeholders to shape roadmaps.
• Facilitate workshops, design sprints, and stakeholder reviews to accelerate decisions.
• Drive research, usability testing, and experiments to inform design decisions.
• Maintain design quality, accessibility, and AI experience patterns across initiatives.
• Contribute to scalable design systems, governance, and reusable patterns.

Skills

UX design

Product design

Service design

Experience design

Leadership

AI collaboration

Education

Bachelor's degree in Design/HCI/Cognitive Science/Psychology

Tools

Figma

Design systems

Prototyping

WCAG accessibility

Job description

Accenture Song, the Experience Agency, seeks an Experience Design Manager to lead the design and delivery of AI-powered customer service experiences. You will guide multidisciplinary teams of designers and AI specialists, shaping strategy and roadmaps while ensuring usable, trustworthy experiences across digital and conversational channels.

You will partner with product and AI/NLP engineers, facilitate workshops, and drive high-quality outputs from discovery through launch, while advocating