Experience Designer | Product & Conversation Design - Sr. Analyst

Experience Designer

Accenture Song—a new breed of agency that's all about the Experience. 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. We do this in three ways: by transforming organizations through standout products and services; by building and delivering award-winning campaigns so brands can engage and communicate creatively with customers at scale; and by using our top-notch skills to pilot, integrate, scale, and run the platforms that underpin the world's greatest experiences.

The digital economy has caused a massive increase in the amount and importance of digital content. Digital content and the customer experience it fuels are, together, a vital expression of a brand's voice and purpose. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences. We offer an end-to-end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Our unique tools and services organize, store, and optimize content, including taxonomy, rights and asset management, analytics, and quality assurance.

You will shape how people interact with next-generation, AI-powered customer service products. This role blends strong foundations in UI/UX and product design with emerging work in GenAI and agentic AI, focusing on screen-based and conversational experiences that feel intuitive, trustworthy, and human.

You will work within a cross-disciplinary team of service designers, product designers, conversation designers, AI engineers, and CX strategists to design end-to-end customer experiences that operate at enterprise scale and deliver measurable impact.

The Work:

• End-to-end UX and product design for AI-powered customer service solutions, from discovery and research through wireframes, high-fidelity prototypes, and design system contributions
• Design screen-based interfaces for chat experiences, agent dashboards, escalation workflows, and self-service tools across web and mobile platforms
• Translate complex AI behaviors (e.g., confidence states, reasoning steps, agentic actions) into clear, transparent, and controllable user experiences
• Partner closely with product managers, AI/NLP engineers, and CX strategists to align design intent with system behavior and business requirements
• Plan and conduct usability testing, synthesize qualitative and quantitative insights, and iterate designs based on evidence
• Contribute to AI-native design systems, including accessibility-compliant UI patterns, fallback and error states, and human-in-the-loop interactions
• Collaborate with service and conversation designers to ensure screen-based and conversational touchpoints form a cohesive, end-to-end customer journey
• Advocate for inclusive, accessible design across all experiences, including AI-generated content and interactions

Travel: As required for client support.

Location: Primary residency within 90 minutes of an approved Accenture office

Basic Qualifications

• 1+ years of professional experience delivering UI/UX or product design for screen-based digital products (web and/or mobile)
• 1+ years experience designing conversational or AI-driven experiences, such as chatbots, virtual agents, or voice interfaces
• 1+ years of ownership of at least 2–3 end-to-end product or service design initiatives, from discovery through high-fidelity execution
• 1+ years of advanced, hands-on experience using Figma for production work, including components, variants, auto-layout, and interactive prototyping across multiple shipped experiences
• 1+ years of demonstrated experience collaborating with 3 or more cross-functional roles (e.g., product, engineering, AI/NLP, CX, research) within agile or iterative delivery environments

Nice to Haves

• Experience designing conversational or AI-driven experiences, such as chatbots, virtual agents, or voice interfaces
• Familiarity with GenAI or LLM-powered product surfaces, including trust, transparency, and human-in-the-loop design patterns
• Exposure to CX platforms, enterprise SaaS, or customer service ecosystems
• Applied knowledge of WCAG 2.1 AA accessibility standards across both UI and AI-generated content
• Prior experience working in consulting, studio, or multi-client environments
• Bachelor's degree in design, human-computer interaction, cognitive science, or a related field