Experience Design Lead | Product & Conversational Design

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