Experience Design Manager

Job Description

ExperienceDesign Manager, Song Service

CL7 - Manager

London, Edinburgh

We are Accenture Song, the world's largest tech-powered creative group. 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.

As an ExperienceDesign Manager in Accenture Song Service, you will play a pivotal role in shaping and delivering AI-enabled, end-to-endcustomerservice transformations acrossindustries such asFinancial Services, Health & Public Sector,Resourcesand Communications, Media & Technology.

Our mission: Is to help our clients to deliver exceptional human and agentic experiences that deliver simplicity, cost transformation, and an engine for growth.

Every interaction is a moment to resolve, deepen trust, build loyalty, and demonstrate the brand promise when it counts most.

Ifyou'relooking for a challenging career working in a vibrant environment with access to training and a global network of specialists, this is the role for you.

As a team

The Service practice sits within Accenture Song. Ourvision is to deliver iconic client outcomes. A shared purpose for our people; to grow, to build new skills, and do our best work.

We focus on:

• Reinventing customer service across physical, digital/app-based and AI-powered channels
  

• Data-driven transformation across service to reduce cost and drive growth
  

• Designing future-ready service models , enabled by platforms, data and automation
  

• Embedding GenAI, intelligent automation and decisioning into customer service journeys and operations
  

• Supporting clients to define a customer-first mindset , helping them shape their business and operating models
  

• Delivering measurable business outcomes , not just great experiences
  

We work across the full lifecycle: from ambition and vision, through design and experimentation, toscaleddelivery and adoption.

Whatyou’lldo

Lead AI-enabled service transformations

• Lead end-to-end designon products, services and platformswithin large, complex transformation programmes
  

• Shape AI-augmentedcustomerservice journeysthat align to customer needs, including the use of GenAI, chatbots, copilots, agent assist, and intelligent workflows
  

• Use AI to translateresearch and insight into service blueprints, journeys, user flows,experience principles,wireframes, and design systems that can be implemented and scaled
  

• Use generative technology and emerging tools tocreate proof of concepts,accelerate discovery,concept, prototype, and test ideas, setting best practice for teams and clients
  

• Confidently collaborate with technologists, data scientists, product leaders and operations teams to deliver integrated solutions
  

Be a trusted client advisor

• Build trusted relationships with senior client stakeholders (Director / C‑Suite)
  

• Frame service transformation in business and value terms, linking CX improvements to growth, efficiency, resilience and trust
  

• Influence client decision-making
  

Deliver at scale

• Own and manage complex workstreams, ensuring high-quality delivery, clear governance and risk management
  

• Lead multi-disciplinary teams using Agile and product-led delivery approaches. Collaborate closely withvisual designers,conversation designers,strategists, technologists,forward deployed engineersand delivery teamsto integrate experience design into broader transformation programmes
  

• Ensure services are designed for scalability, feasibility and operational readiness
  

Grow people, capability and the practice

• Provide line management, coaching and career development for junior designers and consultants
  

• Contribute to thought leadership, assets and accelerators in areas such as AI in service design, next-generation contact centres, and service measurement
  

• Support sales, propositions and go-to-market activity
  

Experience Required

Core experience

• Strong background inservice, productand/orexperiencedesign
  

• Advanced proficiency inFigma, Miro,Sketch, Muraland other collaborative and prototyping tools
  

• Demonstrated ability to design and iterate on human-centeredinterfaces, including experience with prompt patterns, uncertainty/confidence visualization, and designing for non-deterministic system outputs
  

• A portfolio that shows examples ofcreativesolutions and thinking behind them
  

• Proven experience oncomplex digital orcustomerservice transformationsthat put people first while delivering businessoutcomes
  

• Experience shaping complex end-to-end journeys across multiple touchpoints, channels and stakeholder groups
  

• Proven ability to operate across the full project lifecycle,from shaping and selling work through to delivery at scale
  

• Proven ability to leadwith creativity and empathy, using a thinking by buildingand experimentationmindset to explore and shapeideas
  

AI, data and technology awareness

• Agentic experience and experience deliveringGenAI-enabled services (e.g. conversational AI)
  

• Practical experience working with or alongside:
  

• AI tools such as ChatGPT, ClaudeCode,Codex, Gemini,Copilot, ElevenLabs, GitHub Copilotor a custom AI design stack
  

• Cloud-based customer platforms (Salesforce, Microsoft Dynamics, AWS, etc.)
  

• Data-driven service measurement (e.g. CLV,NPS,sentiment, operational performance)
  

• A proven track record of integrating AI into your design process, whether through research, prototyping, testing, or internal tooling
  

• Ability to collaborate effectively with Data & AI and Technology teams (you don’t need to be a deep technologist,but you must be fluent)
  

Leadership & consulting skills

• Strong analytical and problem-solving capability
  

• Confident senior stakeholder management and storytelling
  

• Experience leading teams, managing performance and developing talent
  

• Understanding ofcommercial models and deal economicsin professional services
  

• Comfortable leading withinagile, collaborative,fast‑movingconsulting environments
  

• Can clearly articulate design rationale, trade‑offs, and impact tonon‑design senior stakeholders
  

• Experience working acrossmulti-channel services(digital,App, contact centre,assistedand AI-driven)
  

• Experience leading and facilitating workshops
  

Set yourself apart

• A design portfolio that includes AI-enabled products, conversational experiences or agentic service design work
  

• Certifications in Agile, Product, Service Design or Cloud platforms
  

• Thought leadership or asset development in AI, service innovation orcustomer service reinvention
  

• Contact centre platform experience (e.g. Genesys, Sierra, Decagon, Parloa, PolyAI, NICE Cognigy, Agentforce Contact Centre and Amazon Connect)
  

• Experience in Telco, Financial Services or Public Sector; our highest-demand client verticals
  

What’s in it for you

Our Total Rewards consist of a competitive basic salary, annual performance bonus, opportunities to acquire equity and a wide range of health and wellbeing benefits. These include perks such as:

• 30 days of leave to spend each year plus 3 extra volunteering days per year for charitable work of choice.
  

• Family-friendly and flexible work policies.
  

• Attractive pension plan with financial wellbeing support and resources.
  

• Private healthcare insurance plan and Mental Wellbeing support.
  

• Employee Assistance Programme, Career Development and Counselling.
  

• A range of generous Parental Leave offerings.

Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the outstanding services we are known for.

Please note that with all our roles, you should expect some in-person time for collaboration, learning and building rapport with clients, peers, leaders and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

Accenture is an equal opportunities employer and encourages applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity.

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Qualification

-

Locations

London

Additional Information

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