Experience Design Lead: AI & Conversational UX

Accenture; Boston (MA); On-site; USD 94,000 - 270,000; Full time

Job summary

Accenture Song is seeking an Experience Design Manager in its Service Creative practice to lead the design and delivery of AI-powered customer service experiences. You will manage multidisciplinary teams of product, conversation, and service designers, guiding strategy from discovery through launch while aligning with business goals.

You will partner with product managers, AI/NLP engineers, researchers, and stakeholders to evolve roadmaps, establish experience frameworks, and ensure accessible,

Qualifications

• 7+ years delivering UX, product design, service design, or experience design across digital products.
• 4+ years leading end-to-end product or service design engagements.
• 3+ years managing 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 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 implementation and optimization.
• Direct and mentor teams of designers across product, conversation, and service design disciplines.
• Establish product visions, customer 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, intuitive user experiences.
• Partner with product managers, AI engineers, CX strategists, researchers, and client stakeholders to shape roadmaps.
• Facilitate workshops, design sprints, and stakeholder reviews to accelerate decision-making.
• Guide research, usability testing, and experimentation to inform design decisions.
• Drive design quality across interaction, visual design, accessibility, and AI experience patterns.
• Contribute to design systems, governance, and reusable patterns for consistency and scalability.
• Advocate for inclusive experiences across digital interfaces and AI-generated interactions.
• Support business development through proposals and thought leadership within engagements.

Skills

UX design

Product design

Service design

Experience design

Team leadership

Education

Bachelor's degree in Design

Tools

Figma

Design systems

Prototyping

WCAG 2.1 AA

Job description

Accenture Song is seeking an Experience Design Manager in its Service Creative practice to lead the design and delivery of AI-powered customer service experiences. You will manage multidisciplinary teams of product, conversation, and service designers, guiding strategy from discovery through launch while aligning with business goals.

You will partner with product managers, AI/NLP engineers, researchers, and stakeholders to evolve roadmaps, establish experience frameworks, and ensure accessible,