Customer Service Experience Designer (UI/UX) Sr. Analyst

Accenture•Kirkland, WA

1d•Hybrid

About The Position

As an Experience Designer within Accenture Song’s Service Creative practice, you will shape how people interact with next‑generation, AI‑powered customer service products. This role blends strong foundations in UI/UX and product design with emerging work in GenAI and agentic AI, focusing on screen‑based and conversational experiences that feel intuitive, trustworthy, and human. You will work within a cross‑disciplinary team of service designers, product designers, conversation designers, AI engineers, and CX strategists to design end‑to‑end customer experiences that operate at enterprise scale and deliver measurable impact.

Requirements

1+ 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
1+ years of ownership of at least 2–3 end‑to‑end product or service design initiatives, from discovery through high‑fidelity execution
1+ years of advanced, hands‑on experience using Figma for production work, including components, variants, auto‑layout, and interactive prototyping across multiple shipped experiences
1+ 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

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