Accenture
Experience Design Manager
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Experience Design Manager, Song Service
CL7 - Manager
Location: 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
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.
About the 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
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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
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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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About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
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