Experience Design Lead | Product & Conversational Design

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

We Are:

Accenture Song—a new breed of agency that’s all about the Experience. For us, customer experience is not an add-on; it’s foundational to who we are and how we empower our clients. As the world’s largest, most disruptive agency, we drive lasting growth for clients by helping them design, build, and run meaningful experiences that make people’s lives better, more productive, and more meaningful. We do this in three ways: by transforming organizations through standout products and services; by building and delivering award-winning campaigns so brands can engage and communicate creatively with customers at scale; and by using our top-notch skills to pilot, integrate, scale, and run the platforms that underpin the world’s greatest experiences. Visit us here to learn more about what makes us the Experience Agency: www.accenture.com/song

The digital economy has caused a massive increase in the amount and importance of digital content. Digital content and the customer experience it fuels are, together, a vital expression of a brand’s voice and purpose. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences. We offer an end-to-end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Our unique tools and services organize, store, and optimize content, including taxonomy, rights and asset management, analytics, and quality assurance.

You Are:

As an Experience Design Manager within Accenture Song's Service Creative practice, you will lead the design and delivery of next-generation, AI-powered customer service products and experiences. This role combines deep expertise in UX, product design, conversational experiences, and emerging AI technologies with the ability to lead teams, shape client engagements, and drive business impact.

You will manage multidisciplinary teams of product designers, conversation designers, service designers, and AI specialists to create intuitive, trustworthy, and scalable customer experiences across digital and conversational channels. You are equally comfortable defining experience strategy, guiding teams through ambiguity, facilitating executive stakeholder conversations, and ensuring high-quality delivery from discovery through launch.

You embrace AI as both a design material and a way of working, helping teams create better outcomes through AI-native design approaches while developing the next generation of experience design talent.

The Work:

• 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

Basic 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

Nice to Haves:

• Experience leading the creation of customer journeys, interaction models, user flows, wireframes, prototypes, and scalable experience solutions
• Advanced proficiency with Figma, design systems, prototyping, and modern product design practices
• Experience presenting experience strategies, design rationale, and recommendations to senior stakeholders and client leadership
• Demonstrated experience designing for trust, transparency, fallback handling, human-in-the-loop interactions, and agentic AI workflows
• Experience leading customer service, contact center, customer support, or employee support transformation initiatives
• Familiarity with GenAI- and LLM-powered experiences, including prompt design, orchestration patterns, multi-agent systems, and responsible AI principles
• Experience designing enterprise SaaS platforms, workflow tools, or customer experience ecosystems
• Applied knowledge of WCAG 2.1 AA accessibility standards across both digital interfaces and AI-generated content
• Experience establishing and evolving design systems, governance models, and design operations practices
• Experience supporting client pursuits, proposal development, and thought leadership initiatives
• Prior experience working in consulting, studio, or multi-client environments
• Bachelor's degree in Design, Human-Computer Interaction, Cognitive Science, Psychology, or a related field

Compensation and Benefits:

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

We anticipate this job posting will be posted until 10/30/2026.

Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here: U.S. Employee Benefits | Accenture

Salaries by State:

• California $94,400 to $293,800
• Colorado $94,400 to $253,800
• Connecticut $94,400 to $253,800
• District of Columbia $100,500 to $270,300
• Illinois $87,400 to $253,800
• Maine $80,400 to $216,200
• Maryland $94,400 to $253,800
• Massachusetts $94,400 to $270,300
• Minnesota $94,400 to $253,800
• New York $87,400 to $293,800
• New Jersey $100,500 to $293,800
• Ohio $87,400 to $235,000
• Virginia $87,400 to $270,300
• Washington $100,500 to $270,300

Requesting an Accommodation

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Equal Employment Opportunity Statement

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For details, view a copy of the Accenture Equal Opportunity Statement

Accenture is an EEO and affirmative action employer of veterans/individuals with disabilities.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, additional important information will be provided.