Experience Design Lead for AI & Conversational Design

Accenture; Chicago (IL); On-site; USD 87,000 - 254,000; Full time

Job summary

Accenture Song in Chicago seeks an Experience Design Manager to lead the design and delivery of AI-powered customer service experiences. You will manage multidisciplinary teams of product designers, conversation designers, service designers, and AI specialists to create intuitive, scalable customer experiences across digital channels.

You will define experience strategy, guide teams through ambiguity, and ensure high-quality delivery from discovery through launch, while partnering with product

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.

Responsibilities

• Lead end-to-end experience strategy and design delivery for AI-powered customer service solutions, from discovery to implementation.
• Direct and mentor teams of designers across product, conversation, and service design disciplines.
• Establish product visions, customer journeys, service blueprints, and interaction models.
• Lead design workstreams across chat experiences, agent dashboards, escalation workflows, and self-service platforms.
• Translate AI capabilities into transparent, intuitive user experiences.
• Partner with product managers, AI engineers, and stakeholders to shape roadmaps.
• Facilitate workshops, design sprints, and stakeholder reviews.
• Guide usability testing and experimentation for data-informed decisions.
• Drive design quality across interaction, visual design, and accessibility.
• Contribute to AI-native design systems, governance, and scalable patterns.
• Advocate for inclusive experiences across digital interfaces and AI interactions.

Skills

UX design

Product design

Service design

AI technologies

Team leadership

Education

Bachelor's degree in Design

Tools

Figma

Design systems

Prototyping

Job description

Accenture Song in Chicago seeks an Experience Design Manager to lead the design and delivery of AI-powered customer service experiences. You will manage multidisciplinary teams of product designers, conversation designers, service designers, and AI specialists to create intuitive, scalable customer experiences across digital channels.

You will define experience strategy, guide teams through ambiguity, and ensure high-quality delivery from discovery through launch, while partnering with product