Design Lead | Product & Conversational Design

Position: 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:
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,  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 work streams 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…