Experience Design Lead | Product & Conversational Design

Accenture•Milwaukee, NY

11d•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 with products and services, create award-winning campaigns, and manage the platforms that power great experiences. We specialize in creating and delivering the right content for the right customer at the right time for immersive, relevant experiences, offering an end-to-end approach to the content lifecycle with tools for organization, storage, and optimization. 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 requires expertise in UX, product design, conversational experiences, and emerging AI technologies, coupled with the ability to lead teams, shape client engagements, and drive business impact. You will manage multidisciplinary teams to create intuitive, trustworthy, and scalable customer experiences across digital and conversational channels. You will define experience strategy, guide teams through ambiguity, facilitate executive stakeholder conversations, and ensure high-quality delivery from discovery through launch. You will embrace AI as a design material and a way of working, fostering AI-native design approaches and developing future experience design talent.

Requirements

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 experience ecosystems
Applied knowledge of WCAG 2.1 AA accessibility standards across both digital interfaces and AI-generated content
Experience establishing and evolving design systems, governance models, and design operations practices
Experience supporting client pursuits, proposal development, and thought leadership initiatives
Prior experience working in consulting, studio, or multi-client environments
Bachelor's degree in Design, Human-Computer Interaction, Cognitive Science, Psychology, or a related field

Responsibilities

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