Experience Design Lead — AI & Conversation Design

Accenture; Saint Petersburg (FL); On-site; USD 110,000 - 210,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life insurance

Long-term disability

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture Song in the United States is seeking an Experience Design Manager to lead the design and delivery of AI-powered customer service experiences. You will direct multidisciplinary teams across product, conversation, and service design, shaping roadmaps and architectures that balance user needs with business goals.

You will guide workshops, drive research, and ensure high-quality delivery from discovery to launch, while advancing inclusive and accessible AI-driven design systems.

Qualifications

• 7+ years delivering UX, product design, service design, or experience design solutions across digital products.
• 4+ years leading end-to-end product or service design engagements from discovery to optimization.
• 3+ years mentoring or leading teams of designers 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).
• Experience creating scalable customer experiences across digital and conversational channels.

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, customer journeys, service blueprints, and interaction models.
• Guide design 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, CX strategists, researchers, and client stakeholders.
• Facilitate workshops, design sprints, and stakeholder reviews to accelerate decision-making.
• Lead usability testing and experimentation to inform design decisions.

Skills

UX design

Product design

Service design

Experience design

Team leadership

Agile

AI-powered experiences

Cross-functional collaboration

Education

Bachelor's degree in Design / HCI / Psychology

Tools

Figma

Design systems

Prototyping

WCAG 2.1 AA accessibility

Job description

Accenture Song in the United States is seeking an Experience Design Manager to lead the design and delivery of AI-powered customer service experiences. You will direct multidisciplinary teams across product, conversation, and service design, shaping roadmaps and architectures that balance user needs with business goals.

You will guide workshops, drive research, and ensure high-quality delivery from discovery to launch, while advancing inclusive and accessible AI-driven design systems.