Experience Design Lead: AI & Conversational Product

Accenture

Miami (FL)

Sur place

USD 130 000 - 210 000

Plein temps

14 jours+

Générateur de candidature

Une candidature conçue pour ce poste — un CV et une lettre de motivation personnalisés qui correspondent à l’offre.

Passez les filtres ATS

Résumé du poste

Accenture Song is seeking an Experience Design Manager to lead the design and delivery of AI-powered customer service products. You will manage multidisciplinary teams of designers and AI specialists, shaping roadmaps and experience strategies across digital and conversational channels.

You will translate AI capabilities into intuitive experiences while guiding discovery through launch. The role emphasizes collaboration with product, AI/NLP, and CX teams to deliver high-quality outcomes.

Qualifications

7+ years of professional experience delivering UX, product design, service design, or experience design solutions 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.

Responsabilités

Lead end-to-end experience strategy and design delivery for AI-powered customer service solutions, from discovery and research through implementation and optimization.
Direct and mentor teams of designers across product, conversation, and service design disciplines, ensuring high-quality outputs and professional growth.
Establish product visions, customer journeys, service blueprints, experience frameworks, and interaction models that align user needs with business objectives.
Lead design workstreams across chat experiences, agent assist tools, agent dashboards, escalation workflows, virtual assistants, and self-service platforms.
Translate complex AI capabilities, including agentic workflows, confidence states, autonomous actions, and human-in-the-loop interactions into transparent and intuitive user experiences.
Partner closely with product managers, AI/NLP engineers, architects, CX strategists, researchers, and client stakeholders to shape roadmaps and experience strategies.
Facilitate workshops, design sprints, co-creation sessions, and stakeholder reviews to align teams and accelerate decision-making.
Guide research, usability testing, and experimentation efforts, ensuring insights and data inform design decisions.
Drive design quality across multiple initiatives, providing direction on interaction design, visual design, accessibility, conversational flows, and AI experience patterns.
Contribute to AI-native design systems, governance frameworks, reusable patterns, and best practices that enable consistency and scalability.
Advocate for inclusive and accessible experiences across both digital interfaces and AI-generated interactions.
Support business development activities through proposals, thought leadership, innovation initiatives, and opportunity identification within existing client engagements.