Product Manager - AI-Enabled Customer Experience

Role: Product Manager – AI-Enabled Customer Experience

Location: London
Career Level: Manager

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence.

Visit us at:

Our Product Management team helps clients transform customer experiences through product-led thinking, digital innovation, and AI-enabled solutions. We work at the intersection of business, customer experience, design, data, and technology to define and deliver products that create measurable value.

You’ll work with multidisciplinary teams across strategy, experience design, engineering, data science, and AI to shape the future of customer engagement through products, platforms, and emerging technologies.

You’ll learn, grow and advance in an innovative culture that thrives on shared success, diverse ways of thinking, and enables boundaryless opportunities that can drive your career in new and exciting ways.

If you’re looking for a challenging career working in a vibrant environment with access to training and a global network of experts, this could be the role for you. As part of our global team, you’ll work with cutting-edge technologies and help some of the world’s leading organisations create exceptional customer experiences.

• How to define and scale product strategies that align customer needs with commercial objectives.
• How to leverage AI, GenAI, conversational AI, and agentic capabilities to transform customer and employee experiences.
• How to work with multidisciplinary teams to deliver products from discovery through to launch, adoption, and optimisation.
• How to balance customer value, technical feasibility, delivery risk, and commercial outcomes in complex transformation programmes.
• How to influence senior business stakeholders while leading high-performing product teams.

• Define and own the vision, strategy, and roadmap for AI-enabled customer journeys (e.g. chatbots, personalisation, self-service)
• Translate customer, business, and stakeholder requirements into clear product backlogs and prioritised delivery plans.
• Lead discovery activities, customer research, and stakeholder workshops to validate product opportunities and use cases.
• Act as Product Owner for agile delivery teams, managing backlog refinement, sprint planning, prioritisation, and release scope.
• Partner with UX, engineering and data science to ship AI features that measurably improve customer experience
• Drive the design and delivery of AI-enabled customer journeys including self-service, customer support, commerce, and personalisation experiences.
• Define and measure success through adoption, customer satisfaction, conversion, operational efficiency, and business value metrics.
• Manage competing priorities and make informed trade-off decisions while maintaining roadmap integrity.
• Lead and coach Product Owners, Business Analysts, and product practitioners.
• Build trusted relationships with client stakeholders and act as a strategic adviser throughout delivery.

Required Experience

• 8+ years' experience in Product Management, Product Ownership, Business Analysis, or a related product leadership role, with demonstrable ownership of a product roadmap, not just execution against one.
• Experience working with AI-enabled products, Generative AI, conversational AI, machine learning…