AI-Powered Experience Design Lead

Accenture; Austin (TX); On-site; USD 94,000 - 294,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life Insurance

Long-Term Disability

401(k)

Bonuses

Paid Holidays

Paid Time Off

Job summary

Accenture Song is seeking an Experience Design Manager to lead the design and delivery of AI-powered customer service experiences. You will manage multidisciplinary teams across product, conversation, and service design, shaping roadmaps and ensuring high-quality deliveries from discovery through launch.

You’ll guide researchers, engineers, and stakeholders, advocate for inclusive and accessible experiences, and contribute to design systems and governance for scalable solutions.

Qualifications

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

Responsibilities

• Lead end-to-end experience strategy and design delivery for AI-powered customer service solutions.
• Direct and mentor teams of designers across product, conversation, and service design disciplines.
• Establish product visions, journeys, service blueprints, and interaction models aligning user needs with business goals.
• Lead design workstreams across chat experiences, agent tools, dashboards, escalation workflows, and self-service platforms.
• Translate AI capabilities into transparent user experiences with human-in-the-loop interactions.
• Collaborate with product managers, AI engineers, CX strategists, researchers, and client stakeholders.
• Facilitate workshops, design sprints, and stakeholder reviews to accelerate decision-making.
• Guide research, usability testing, and experimentation informing design decisions.
• Drive design quality across interaction, visual, accessibility, and AI experience patterns.

Skills

Experience design leadership

UX/product/service design

AI-powered / conversational design

Cross-functional collaboration

Mentoring teams

Education

Bachelor's degree in Design, HCI, Cognitive Science, or Psychology

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. You will manage multidisciplinary teams across product, conversation, and service design, shaping roadmaps and ensuring high-quality deliveries from discovery through launch.

You’ll guide researchers, engineers, and stakeholders, advocate for inclusive and accessible experiences, and contribute to design systems and governance for scalable solutions.