Experience Design Lead | Product & Conversational Design

Accenture PLC; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Accenture Song in New York is seeking an Experience Design Manager to lead the design and delivery of next‑generation, AI‑powered customer service experiences. You will coach multidisciplinary teams across product, conversation, and service design, shaping engagements and driving business impact.

You will blend UX, product design, and emerging AI methods to define strategy, navigate ambiguity, and ensure high-quality outcomes from discovery to launch.

Qualifications

• Experience leading UX/product design teams end-to-end.
• Proven ability to deliver AI-powered customer experiences.
• Strong stakeholder communication and initiative.

Responsibilities

• Lead end-to-end strategy and design for AI-powered customer service solutions.
• Direct and mentor teams of designers across product, conversation, and service design.
• Establish visions, journeys, blueprints, and models aligned to business goals.
• Guide design workstreams across chat, agent tools, dashboards, escalation workflows.

Skills

UX design

Product design

Conversation design

AI technologies

Team leadership

Stakeholder management

Tools

Figma

Miro

Axure

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