Customer Service Experience Designer (UI/UX) Consultant

Accenture•Milwaukee, NY

4d•Hybrid

About The Position

Accenture Song is a new breed of agency focused on customer experience. As the world's largest, most disruptive agency, we help clients design, build, and run meaningful experiences that improve people's lives. We transform organizations through products and services, build award-winning campaigns, and pilot, integrate, scale, and run platforms for great experiences. The digital economy has increased the importance of digital content and customer experience as brand expressions. 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, improving speed to market and relevance at scale, with tools for organizing, storing, and optimizing content, including taxonomy, rights and asset management, analytics, and quality assurance.

Requirements

3+ years of professional experience delivering UI/UX or product design for screen-based digital products (web and/or mobile)
1+ years experience designing conversational or AI-driven experiences, such as chatbots, virtual agents, or voice interfaces
2+ years of ownership of at least 2–3 end‑to‑end product or service design initiatives, from discovery through high‑fidelity execution
2+ years of advanced, hands‑on experience using Figma for production work, including components, variants, auto‑layout, and interactive prototyping across multiple shipped experiences
2+ years of demonstrated experience collaborating with 3 or more cross‑functional roles (e.g., product, engineering, AI/NLP, CX, research) within agile or iterative delivery environments

Nice To Haves

Experience designing conversational or AI-driven experiences, such as chatbots, virtual agents, or voice interfaces
Familiarity with GenAI or LLM‑powered product surfaces, including trust, transparency, and human‑in‑the‑loop design patterns
Exposure to CX platforms, enterprise SaaS, or customer service ecosystems
Applied knowledge of WCAG 2.1 AA accessibility standards across both UI and AI‑generated content
Prior experience working in consulting, studio, or multi‑client environments
Bachelor’s degree in design, human‑computer interaction, cognitive science, or a related field

Responsibilities

Own end-to-end UX and product design for AI-powered customer service solutions, from discovery and research through wireframes, high-fidelity prototypes, and design system contributions
Design screen-based interfaces for chat experiences, agent dashboards, escalation workflows, and self-service tools across web and mobile platforms
Translate complex AI behaviors (e.g., confidence states, reasoning steps, agentic actions) into clear, transparent, and controllable user experiences
Partner closely with product managers, AI/NLP engineers, and CX strategists to align design intent with system behavior and business requirements
Plan and conduct usability testing, synthesize qualitative and quantitative insights, and iterate designs based on evidence
Contribute to AI-native design systems, including accessibility-compliant UI patterns, fallback and error states, and human-in-the-loop interactions
Collaborate with service and conversation designers to ensure screen-based and conversational touchpoints form a cohesive, end-to-end customer journey
Advocate for inclusive, accessible design across all experiences, including AI-generated content and interactions