Experience Design Manager

📍 Job Overview

Job Title: Experience Design Manager, Song Service

Company: Accenture

Location: London, United Kingdom

Job Type: Full time

Category: Experience Design / Service Design Operations

Date Posted: 2026-07-30

Experience Level: 5-10 years

Remote Status: Hybrid

🚀 Role Summary

• Lead AI-enabled, end-to-end customer service transformations, focusing on designing and delivering impactful experiences across various industries.

• Shape and implement AI-augmented customer service journeys, leveraging GenAI, chatbots, and intelligent workflows to enhance customer and agent experiences.

• Act as a trusted client advisor, translating complex design concepts into tangible business value, linking CX improvements to growth and efficiency.

• Manage and deliver complex workstreams using Agile and product-led methodologies, ensuring high-quality execution and operational readiness at scale.

📝 Enhancement Note: While the title "Experience Design Manager" might suggest a purely creative role, the context of "Song Service" and the emphasis on AI-enabled transformations, operational readiness, and business outcomes firmly places this role within the realm of operations, specifically focusing on the strategic design and implementation of customer service operations. The role requires a blend of design thinking and operational execution.

📈 Primary Responsibilities

• Lead the design and execution of AI-enabled service transformation programs, encompassing products, services, and platforms for large-scale client engagements.

• Shape AI-augmented customer service journeys, integrating technologies like GenAI, chatbots, agent assist, and intelligent workflows to meet evolving customer needs.

• Translate research, insights, and AI capabilities into comprehensive service blueprints, user journeys, experience principles, wireframes, and design systems for scalable implementation.

• Utilize generative AI and emerging tools for rapid prototyping, discovery acceleration, concept development, and testing, establishing best practices for design teams and clients.

• Collaborate seamlessly with technologists, data scientists, product leaders, and operations teams to ensure the delivery of integrated, end-to-end solutions.

• Serve as a trusted advisor to senior client stakeholders (Director/C-Suite level), articulating the business value of service transformation in terms of growth, efficiency, resilience, and trust.

• Influence client decision-making processes by presenting compelling design strategies and their projected business impact.

• Manage complex workstreams, ensuring high-quality delivery, robust governance, and effective risk management throughout the project lifecycle.

• Lead multi-disciplinary teams using Agile and product-led delivery approaches, fostering collaboration among visual designers, conversation designers, strategists, technologists, and delivery teams.

• Ensure designed services are scalable, technically feasible, and operationally ready for production environments.

• Provide line management, coaching, and career development support to junior designers and consultants within the service design practice.

• Contribute to thought leadership, develop assets, and create accelerators in key areas such as AI in service design, next-generation contact centers, and service measurement frameworks.

• Support sales, proposition development, and go-to-market activities for the Accenture Song Service practice.

📝 Enhancement Note: The responsibilities clearly indicate a hybrid role bridging design strategy with operational implementation. The focus on "AI-enabled transformations," "operational readiness," "scaled delivery," and "measurable business outcomes" aligns with the operational aspects of customer experience management.

🎓 Skills & Qualifications

Education: While specific educational requirements are not detailed, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Business, or a related field is typically expected for a Managerial role in this domain. Equivalent practical experience will also be considered.

Experience: Minimum of 5-10 years of progressive experience in service design, product design, or experience design,