Experience Design Manager

Experience   Design Manager, Song Service   CL7 - Manager   London, Edinburgh   We are Accenture Song, the world's largest tech-powered creative group. 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.   As a n   Experience   Design Manager   in Accenture Song Service , you will play a pivotal role in shaping and delivering AI-enabled, end-to-end   customer   service transformations across   industries such as   Financial Services, Health & Public Sector,   Resources   and Communications, Media & Technology.    Our mission:   Is to help our clients to deliver exceptional human and agentic experiences that deliver simplicity, cost transformation, and an engine for growth.    Every interaction is a moment to resolve, deepen trust, build loyalty, and demonstrate the brand promise when it counts most.   If   you're   looking for a challenging career working in a vibrant environment with access to training and a global network of specialists, this is the role for you.   As a team   The Service practice sits within Accenture Song. Our   vision is to deliver iconic client outcomes. A shared purpose for our people; to grow, to build new skills, and do our best work.   We focus on:   Reinventing   customer service   across physical, digital/app-based and AI-powered channels   Data-driven transformation across service to reduce cost and drive growth   Designing   future-ready service models , enabled by platforms, data and automation   Embedding   GenAI, intelligent automation and decisioning   into customer service journeys and operations   Supporting clients to define a   customer-first mindset , helping them shape their business and operating models   Delivering   measurable business outcomes , not just great experiences   We work across the full lifecycle: from ambition and vision, through design and experimentation, to   scaled   delivery and adoption.     What   you’ll   do     Lead AI-enabled service transformation s   Lead end-to-end design   on products, services and platforms   within large, complex transformation programmes   Shape AI-augmented   customer   service journeys   that align to customer needs , including the use of GenAI, chatbots, copilots, agent assist, and intelligent workflows   Use AI to t ranslate   research and insight into service blueprints, journeys, user flows,   experience principles,   wireframes, and design systems that can be implemented and scaled   Use generative technology and emerging tools to   create proof of concepts,   accelerate discovery,   concept, prototype, and test ideas , setting best practice for teams and clients   Confidently collaborate with technologists, data scientists, product leaders and operations teams to deliver integrated solutions   Be a trusted client advisor   Build trusted relationships with senior client stakeholders (Director / C ‑ Suite)   Frame service transformation in business and value terms, linking CX improvements to growth, efficiency, resilience and trust   Influence client decision-making    Deliver at scale   Own and manage complex workstreams, ensuring high-quality delivery, clear governance and risk management   Lead multi-disciplinary teams using Agile and product-led delivery approaches . Collaborate closely with   visual designers,   conversation designers,   strategists, technologists,   forward deployed engineers   and delivery teams   to integrate experience design into broader transformation programmes   Ensure services are designed for scalability, feasibility and operational readiness   Grow people, capability and the practice   Provide line management, coaching and career development for junior designers and consultants   Contribute to thought leadership, assets and accelerators in areas such as AI in service design, next-generation contact centres, and service measurement   Support sales, propositions and go-to-market activity   Experience Required     Core experience   Strong background in   service , product   and/ or   experience   design   Advanced proficiency in   Figma, Miro,   Sketch, Mural   and other collaborative and prototyping tools    Demonstrated ability to design and iterate on human- centered   interfaces, including experience with prompt patterns, uncertainty/confidence visualization, and designing for non-deterministic system outputs   A portfolio that shows examples of   creative   solutions and thinking behind them   Proven experience on   complex digital or   customer   service transformations   that put people first while delivering business   outcomes     Experience shaping complex end-to-end journeys across multiple touchpoints, channels and stakeholder groups   Proven ability to operate across the full project lifecycle ,   from shaping and selling work through to delivery at scale   Proven ability to lead   with creativity and empathy, using a thinking by building   and experimentation   mindset to explore and shape   ideas   AI, data and technology awareness   A gentic experience and experience delivering   GenAI-enabled services (e.g. conversational AI)       Practical experience working with or alongside:    AI tools such as ChatGPT, Claude   Code ,   Codex, Gemini,   Copilot, ElevenLabs, GitHub Copilo t   or a custom AI design stack    Cloud-based customer platforms (Salesforce, Microsoft Dynamics, AWS, etc.)   Data-driven service measurement (e.g. CLV,   NPS,   sentiment, operational performance)   A proven track record of integrating AI into your design process, whether through research, prototyping, testing, or internal tooling     Ability to collaborat