Accenture
Product Manager - AI-Enabled Customer Experience
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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: http://www.accenture.com/song
About the Role
As a team, 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.
What You'll Learn
- 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.
Responsibilities
As a Product Manager, you will:
- 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.
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Requirements
- 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 solutions, or intelligent automation, with at least 2 years focused on AI/ML-driven products or customer-facing AI experiences.
- Experience managing digital customer experience products across e-commerce, customer service, support, self-service, or engagement channels.
- Proven stakeholder management experience within consulting, transformation, or client-facing environments, including engagement with senior client stakeholders in both governance forums and working-level backlog sessions.
- Experience leading, coaching, mentoring, or line-managing Product Owners, Business Analysts, or product team members.
- Experience working across cross-functional teams including UX, engineering, architecture, data science, testing, and delivery.
- Comfortable defining KPIs, SLAs, and success metrics to measure customer, operational, and business outcomes.
- Experience delivering within large-scale enterprise transformation programmes, such as Salesforce, ERP, or comparable platform implementations (preferred).
- Agile/Scrum certification, such as Certified Scrum Product Owner (CSPO) or equivalent, is desirable.
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:
- Up to 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.
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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.
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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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