Experience Design Lead—AI & Conversational UX

Accenture; New York (NY); On-site; USD 87,000 - 294,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) plan

Bonus opportunities

Paid holidays & PTO

Job summary

Accenture Song seeks an Experience Design Manager to lead AI-powered customer service experiences from discovery to deployment. You will manage multidisciplinary teams spanning product, conversation, and service design, shaping roadmaps and ensuring high-quality delivery across digital and conversational channels.

You’ll drive strategy, mentor designers, and collaborate with product managers, AI/NLP engineers, and CX stakeholders to create scalable, trustworthy experiences.

Qualifications

• 7+ years 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

Responsibilities

• 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

Skills

UX design

Product design

Service design

Experience design

AI-powered experiences

Education

Bachelor's degree in Design, HCI, Psychology, or related field

Tools

Figma

Design systems

Prototyping

WCAG 2.1 AA accessibility

Job description

Accenture Song seeks an Experience Design Manager to lead AI-powered customer service experiences from discovery to deployment. You will manage multidisciplinary teams spanning product, conversation, and service design, shaping roadmaps and ensuring high-quality delivery across digital and conversational channels.

You’ll drive strategy, mentor designers, and collaborate with product managers, AI/NLP engineers, and CX stakeholders to create scalable, trustworthy experiences.