Experience Design Manager
Experience Design 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 Experience Design Manager in Accenture Song Service, you will play a pivotal role in shaping and delivering AI-enabled, end-to-end customer service transformations across industries such as Financial Services, Health & Public Sector, Resources and 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.
If you're looking 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. Our vision 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, to scaled delivery and adoption.
What you’ll do
Lead AI-enabled service transformations
Lead end-to-end design on products, services and platforms within large, complex transformation programmes
Shape AI-augmented customer service journeys that align to customer needs, including the use of GenAI, chatbots, copilots, agent assist, and intelligent workflows
Use AI to translate research 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 to create 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 with visual designers, conversation designers, strategists, technologists, forward deployed engineers and delivery teams to 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 in service, product and/or experience design
Advanced proficiency in Figma, Miro, Sketch, Mural and other collaborative and prototyping tools
Demonstrated ability to design and iterate on human-centered interfaces, including experience with prompt patterns, uncertainty/confidence visualization, and designing for non-deterministic system outputs
A portfolio that shows examples of creative solutions and thinking behind them
Proven experience on complex digital or customer service transformations that put people first while delivering business outcomes
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 lead with creativity and empathy, using a thinking by building and experimentation mindset to explore and shape ideas
AI, data and technology awareness
Agentic experience and experience delivering GenAI-enabled services (e.g. conversational AI)
Practical experience working with or alongside:
AI tools such as ChatGPT, Claude Code, Codex, Gemini, Copilot, ElevenLabs, GitHub Copilot or 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 of commercial models and deal economics in professional services
Comfortable leading within agile, collaborative, fast‑moving consulting environments
Can clearly articulate design rationale, trade‑offs, and impact to non‑design senior stakeholders
Experience working across multi-channel services (digital, App, contact centre, assisted and 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 or customer 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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