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

Date Posted: 2026-09-25

Experience Level: 5-10 years

🚀 Role Summary

• Lead transformative initiatives in AI-enabled customer service, leveraging cutting-edge technologies like Generative AI (GenAI) and intelligent automation.

• Design and deliver end-to-end customer service solutions across physical, digital, and AI-powered channels, focusing on exceptional human and agentic experiences.

• Act as a trusted advisor to senior client stakeholders, translating complex service design concepts into tangible business outcomes, including cost transformation and growth.

• Drive data-driven transformations within service operations to enhance efficiency, reduce costs, and foster client loyalty.

📝 Enhancement Note: This role is positioned within Accenture Song, their tech-powered creative group, emphasizing a blend of creative design, technology integration, and business impact within customer service operations. The "CL7 - Manager" designation indicates a mid-to-senior level management role with significant client-facing and team leadership responsibilities.

📈 Primary Responsibilities

• Lead the design and execution of AI-augmented customer service journeys, incorporating GenAI, chatbots, copilots, agent assist tools, and intelligent workflows.

• Develop service blueprints, user flows, experience principles, wireframes, and design systems, translating research and insights into implementable and scalable solutions.

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

• Build and maintain strong relationships with senior client stakeholders (Director/C-Suite level), influencing decision-making and articulating the business value of CX improvements.

• Manage complex workstreams within large transformation programs, ensuring high-quality delivery, robust governance, and effective risk management.

• Lead multi-disciplinary teams using Agile and product-led delivery methodologies, collaborating closely with visual designers, conversation designers, strategists, technologists, and engineers.

• Design services with a focus on scalability, feasibility, and operational readiness, ensuring seamless integration into existing client operations.

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

• Contribute to thought leadership, asset development, and go-to-market strategies for AI in service design, next-generation contact centers, and service measurement.

📝 Enhancement Note: The responsibilities highlight a strategic blend of design leadership, client advisory, project management, and team development, with a strong emphasis on AI and data-driven approaches in customer service transformation. The expectation is to deliver measurable business outcomes, not just aesthetic or functional designs.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Business, or a related field is typically expected for a Manager-level role at Accenture.

Experience: 5-10 years of progressive experience in service design, product design, or experience design, with a proven track record of leading complex transformations.

Required Skills:

• Strong background in service, product, and/or experience design.

• Advanced proficiency in collaborative design tools such as Figma, Miro, Sketch, and Mural.

• Demonstrated ability to design and iterate on human-centered interfaces, including experience with prompt patterns and designing for AI-driven outputs.

• A compelling portfolio showcasing creative solutions and the strategic thinking behind them.

• Proven experience leading complex digital or customer service transformations that prioritize customer experience and deliver measurable business outcomes.

• Experience shaping complex, end-to-end customer journeys across multiple touchpoints, channels, and stakeholder groups.

• Ability to operate across the full project lifecycle, from proposal and sales through to scaled delivery.

• Proven ability to lead with creativity, empathy, and an experimentation mindset.

• Strong analytical and problem-solving capabilities.

• Confident senior stakeholder management and exceptional storytelling skills.

• Experience leading teams, managing performance, and developing talent.

• Comfort in agile, collaborative, and fast-moving consulting environments.

• Ability to clearly articulate design rationale, trade-offs, and impact to non-design senior stakeholders.

• Experience working across multi-channel services (digital, app, contact center, assisted, AI-driven).

• Experience leading and facilitating workshops. Preferred Skills:

• Experience with AI-enabled products, conversational AI, or agentic service design.

• Practical experience working with or alongside AI tools (e.g., ChatGPT, Claude, Copilot, Gemini).

• Familiarity with cloud-based customer platforms (e.g., Salesforce, Microsoft Dynamics, AWS).

• Experience with data-driven service measurement (e.g., CLV, NPS, sentiment, operational performance).

• Proven track record of integrating AI into the design process (research, prototyping, testing, internal tooling).

• Fluent communication and collaboration skills with Data & AI and Technology teams.

• Understanding of commercial models and deal economics in professional services.

• Certifications in Agile, Product Design, Service Design, or relevant Cloud platforms.

• Thought leadership or asset development in AI, service innovation, or customer service reinvention.

• Contact centre platform experience (e.g., Genesys, NICE Cognigy, Amazon Connect).

• Experience in specific high-demand client verticals such as Telco, Financial Services, or Public Sector.

📝 Enhancement Note: The required skills emphasize a blend of core design competencies, advanced tool proficiency, and a strong understanding of AI and its applications in customer service. The preferred skills indicate areas where candidates can further differentiate themselves, particularly in AI-specific design and industry experience. The portfolio requirement is critical for demonstrating practical application of these skills.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing successful end-to-end service and experience design projects.

• Examples demonstrating a human-centered design approach, with clear articulation of the problem, user research, design process, and final solution.

• Case studies highlighting the strategic thinking behind creative solutions, including user flows, service blueprints, wireframes, and design systems.

• Evidence of experience in complex digital or customer service transformations, emphasizing measurable business outcomes achieved.

• Examples of how AI and generative technologies were integrated into the design process, research, prototyping, or testing phases.

• Demonstrations of designing for AI-enabled services, including conversational AI, prompt patterns, and non-deterministic system outputs. Process Documentation:

• Showcase experience in designing and iterating on user interfaces and customer journeys across multiple channels.

• Provide examples of using collaborative tools (Figma, Miro, etc.) to map out service blueprints, user flows, and design systems.

• Illustrate how Agile and product-led delivery approaches were applied to manage complex workstreams and ensure high-quality delivery.

• Document how feedback was incorporated and iterations were made based on user testing and stakeholder input.

• Demonstrate the ability to translate research and insights into actionable design artifacts that can be implemented and scaled by technical and operational teams.

📝 Enhancement Note: The portfolio is expected to be a critical component of the application, demonstrating practical application of design principles, AI integration, and successful transformation delivery. It should clearly articulate the candidate's role, the challenges faced, the methodologies used, and the tangible results achieved.

💵 Compensation & Benefits

Salary Range: For a Manager-level Experience Design role in London, UK, with 5-10 years of experience at a top-tier consulting firm like Accenture, the estimated salary range would typically fall between £70,000 and £100,000 per annum. This range is an estimate and can vary based on specific experience, specialization, and negotiation.

Benefits:

• Competitive basic salary.

• Annual performance bonus.

• Opportunities to acquire equity.

• 30 days of annual leave, plus 3 additional volunteering days for charitable work.

• Family-friendly and flexible work policies.

• Attractive pension plan with financial wellbeing support.

• Private healthcare insurance plan.

• Mental Wellbeing support and Employee Assistance Programme.

• Generous Parental Leave offerings.

• Career Development and Counselling services.

Working Hours: Typically 40 hours per week, with flexibility expected. The role involves client-site work, requiring adaptability to project needs and timelines.

📝 Enhancement Note: The salary estimate is based on industry benchmarks for similar roles in London, considering the seniority level and the reputation of Accenture. The benefits package is comprehensive, reflecting Accenture's commitment to employee well-being and work-life balance, with a notable emphasis on flexibility and career development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, Consulting, and Professional Services. Accenture Song is specifically positioned as a tech-powered creative group, blending agency-like creativity with deep technology and consulting expertise.

Company Size: Approximately 791,000 employees globally, making it one of the largest professional services companies worldwide. This scale offers immense opportunities for collaboration, learning, and career progression across diverse projects and industries.

Founded: Accenture traces its roots back to 1952, with a significant evolution and rebranding over the decades, establishing a long history of innovation and client service.

Team Structure:

• The Service practice sits within Accenture Song, focusing on reinventing customer service through AI, data, and automation.

• The team likely comprises specialists in service design, experience design, conversation design, AI/GenAI, data analytics, and technology implementation.

• Reporting structure is typical of a consulting firm, with managers reporting to senior managers/directors, and leading project teams.

• Cross-functional collaboration is essential, involving close partnership with client stakeholders, technologists, data scientists, product leaders, and other Accenture service lines. Methodology:

• Data-driven transformation is a core principle, using analytics to reduce costs and drive growth in service operations.

• Agile and product-led delivery approaches are employed for designing and implementing future-ready service models.

• Emphasis on embedding GenAI, intelligent automation, and decisioning into customer service journeys and operations.

• A customer-first mindset guides the shaping of business and operating models.

• Focus on delivering measurable business outcomes and iconic client results.

Company Website: www.accenture.com

📝 Enhancement Note: Accenture's culture is characterized by innovation, client focus, and a commitment to digital transformation. Accenture Song adds a layer of creative disruption and tech-forward thinking. The scale of Accenture provides unparalleled exposure to global best practices and diverse client challenges.

📈 Career & Growth Analysis

Operations Career Level: Manager (CL7). This level signifies a transition from individual contributor to a leadership role, responsible for managing significant workstreams, client relationships, and junior team members. It requires strategic thinking, strong project management skills, and the ability to influence senior stakeholders.

Reporting Structure: The Experience Design Manager will likely report to a Senior Manager or Director within the Accenture Song Service practice. They will, in turn, lead teams of junior designers, consultants, and potentially specialists in AI or technology.

Operations Impact: This role has a direct and significant impact on client revenue and business decisions by transforming customer service operations. By improving customer experience, driving efficiency, and implementing AI-driven solutions, the role contributes to enhanced customer loyalty, reduced operational costs, and accelerated business growth for clients.

Growth Opportunities:

• Operations Skill Advancement: Deepen expertise in AI-enabled service design, GenAI applications, advanced analytics for customer service, and agile transformation methodologies.

• Leadership Development: Progress to Senior Manager or Director roles, taking on larger client engagements, P&L responsibility, and broader practice leadership. Opportunity to specialize in specific industries (e.g., Financial Services, Health & Public Sector) or functional areas (e.g., AI in CX).

• Mentorship & Specialization: Opportunities to mentor junior talent, contribute to thought leadership, develop new assets and accelerators, and potentially gain certifications in Agile, Cloud, or AI platforms.

📝 Enhancement Note: The Manager level at Accenture represents a significant step in career progression, moving into leadership and client advisory. The growth trajectory is clearly defined, with opportunities for both deepening expertise and expanding leadership scope within the rapidly evolving field of AI-driven customer experience.

🌐 Work Environment

Office Type: Accenture operates a hybrid work model. While the role is based in London, there will be requirements to spend time onsite with clients and partners, which can be located anywhere within the UK or potentially internationally, depending on project needs. The London office likely offers collaborative workspaces, meeting rooms, and facilities designed for client interactions and team collaboration.

Office Location(s): London, United Kingdom (with potential for travel to Edinburgh and client sites across the UK and potentially globally).

Workspace Context:

• Collaborative Environment: Expect a dynamic and collaborative workspace, fostering interaction with diverse teams of designers, strategists, technologists, and data scientists.

• Operations Tools & Technology: Access to Accenture's extensive suite of tools, software, and platforms, including advanced design software, AI tools, collaboration platforms, and project management systems.

• Team Interaction: Frequent opportunities for team meetings, workshops, client presentations, and knowledge-sharing sessions, both virtually and in person.

Work Schedule: Standard working hours are typically 40 hours per week. However, the consulting nature of the role, client demands, and project deadlines may require flexibility and occasional extended hours. The hybrid model allows for a balance between remote work and in-office/client-site presence.

📝 Enhancement Note: The hybrid nature of the role, combined with client-site presence, signifies a dynamic work environment that requires adaptability. Candidates should be comfortable with a degree of travel and working across different locations to meet project objectives.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and resume, focusing on relevant experience in service/experience design, AI integration, and transformation leadership.

• First Interview (Hiring Manager/Team Lead): This typically involves a discussion about your background, experience, and motivations. Expect questions about your approach to service design, AI in CX, client advisory, and team leadership. Behavioral questions assessing your fit with Accenture's values will also be common.

• Portfolio Review & Case Study: A dedicated session where you present your portfolio. You will be expected to walk through 2-3 key projects, detailing the challenges, your role, the process, the solutions, and the outcomes, with a strong emphasis on AI integration and business impact. A design or strategic case study exercise may also be assigned, either before or during this stage.

• Final Interview (Senior Leadership): This interview focuses on strategic thinking, business acumen, leadership potential, and alignment with Accenture's broader goals. Questions may delve into your understanding of the market, Accenture's offerings, and your vision for the practice.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 projects that best showcase your experience in AI-enabled service design, complex transformations, client advisory, and team leadership. Ensure a good mix of strategy, design, and delivery.

• Tell a Story: For each project, clearly articulate the problem statement, your specific role and contributions, the methodologies used (especially AI/GenAI), the design decisions and rationale, and the measurable business outcomes achieved. Quantify impact wherever possible (e.g., cost reduction, efficiency gains, NPS improvement).

• Highlight AI Integration: Explicitly detail how AI and generative technologies were leveraged in the project – for research, ideation, prototyping, workflow automation, or the final solution.

• Focus on Business Value: Connect design choices directly to client business objectives, such as growth, efficiency, resilience, and trust.

• Prepare for Q&A: Anticipate questions about your design process, trade-offs made, challenges encountered, and how you handle difficult stakeholders or project constraints.

Challenge Preparation:

• Understand the Context: If given a case study, thoroughly analyze the client's industry, business challenges, and the specific brief.

• Structure Your Approach: Develop a clear framework for addressing the challenge, whether it's a design problem, a strategic recommendation, or a business case.

• Emphasize AI & CX: Incorporate considerations for AI integration and customer experience principles into your solution.

• Articulate Rationale: Be prepared to explain the "why" behind your recommendations, supported by logic and relevant industry insights.

• Presentation Skills: Practice delivering your findings concisely and persuasively, anticipating questions from the interview panel.

📝 Enhancement Note: The interview process is rigorous and designed to assess a candidate's end-to-end capabilities, from creative design to strategic business impact and leadership. The portfolio review is a critical component, requiring candidates to demonstrate tangible results and strategic thinking, particularly in the context of AI and service transformation.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Collaboration: Figma, Miro, Sketch, Mural are essential for wireframing, prototyping, user flow mapping, service blueprinting, and collaborative ideation.

• Prototyping Tools: Advanced prototyping capabilities within Figma or dedicated tools for creating interactive mockups and proofs of concept.

• Generative AI Tools: Familiarity and practical experience with tools like ChatGPT, Claude, Gemini, Copilot, ElevenLabs, GitHub Copilot, or similar AI platforms for research, content generation, code assistance, and rapid prototyping.

Analytics & Reporting:

• Service Measurement Tools: Understanding of how to leverage data from tools that track Customer Lifetime Value (CLV), Net Promoter Score (NPS), customer sentiment, operational performance metrics, and other KPIs to inform design decisions and measure impact.

• BI & Dashboarding Tools: While not explicitly listed, experience with tools like Tableau, Power BI, or similar for data visualization and reporting would be beneficial for demonstrating impact.

CRM & Automation:

• Cloud-based Customer Platforms: Experience working with or alongside major CRM and customer engagement platforms such as Salesforce, Microsoft Dynamics, and cloud infrastructure providers like AWS.

• AI & Automation Technologies: Understanding of conversational AI platforms, intelligent workflow automation, and decisioning engines that power modern customer service.

• Contact Centre Platforms: Familiarity with leading contact centre solutions like Genesys, NICE Cognigy, Amazon Connect, etc., is a significant advantage.

📝 Enhancement Note: The technology stack emphasizes modern design tools, a strong focus on AI and generative technologies, and an understanding of enterprise customer platforms. Proficiency in these tools is crucial for designing and implementing AI-enabled service transformations.

👥 Team Culture & Values

Operations Values:

• Client Focus: A commitment to delivering exceptional client outcomes and building trusted, lasting relationships.

• Innovation & Disruption: Embracing new technologies like AI and GenAI to challenge the status quo and drive meaningful change.

• Data-Driven Approach: Utilizing data and analytics to inform decisions, measure impact, and optimize processes for efficiency and growth.

• Collaboration & Teamwork: Fostering a collaborative environment where diverse perspectives are valued, and cross-functional teams work together towards shared goals.

• Excellence & Quality: A dedication to high-quality delivery, operational readiness, and continuous improvement in all aspects of service design and transformation.

• Agility & Adaptability: Thriving in fast-paced, dynamic consulting environments, embracing experimentation and adapting to evolving client needs and technological advancements.

Collaboration Style:

• Cross-Functional Integration: Seamless collaboration with technologists, data scientists, strategists, product leaders, and client teams to deliver integrated solutions.

• Agile & Iterative: Working in agile, iterative cycles, with a strong emphasis on feedback loops, continuous improvement, and "thinking by building."

• Knowledge Sharing: A culture that encourages sharing best practices, developing assets, and contributing to thought leadership within the practice and across Accenture.

• Empathetic Leadership: Leading teams with empathy, coaching, and a focus on individual growth and development.

📝 Enhancement Note: Accenture's culture values innovation, client success, and collaborative problem-solving. The emphasis on AI and data-driven approaches, combined with a strong consulting ethos, shapes the team's approach to transforming customer service operations.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Client Environments: Adapting to diverse client organizational structures, legacy systems, and varying levels of digital maturity.

• Integrating AI Responsibly: Designing and implementing AI solutions that are ethical, unbiased, and genuinely enhance the customer and agent experience, while managing potential risks and user concerns.

• Balancing Innovation with Scalability: Proving the value of cutting-edge AI and design concepts while ensuring they are feasible, scalable, and operationally ready for large-scale deployment.

• Managing Stakeholder Expectations: Effectively communicating the potential and limitations of AI and design initiatives to senior stakeholders with varying levels of technical understanding.

• Keeping Pace with Technological Advancements: Continuously learning and adapting to the rapid evolution of AI, generative technologies, and customer experience platforms.

Learning & Development Opportunities:

• AI & GenAI Specialization: Deepen expertise in prompt engineering, AI ethics, AI model integration, and designing for emergent AI capabilities.

• Industry Vertical Expertise: Develop specialized knowledge in high-demand sectors like Financial Services, Health & Public Sector, or Communications, Media & Technology.

• Advanced Design Methodologies: Master new design frameworks, tools, and techniques for complex digital and service transformations.

• Leadership & Consulting Skills: Enhance capabilities in client advisory, team management, business development, and strategic problem-solving.

• Accenture's Global Network: Access to extensive training resources, internal communities of practice, conferences, and a global network of experts for continuous learning and knowledge exchange.

📝 Enhancement Note: The role presents significant challenges related to the rapid advancement of AI and the complexities of large-scale transformation, offering ample opportunities for professional growth and specialization within a leading consulting firm.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex customer service transformation project you led. How did you leverage AI or emerging technologies, and what were the key business outcomes?" (Focus on structure: challenge, your role, process, AI integration, results).

• "How would you approach advising a C-suite executive on the strategic implementation of GenAI in their customer service operations? What are the key considerations and potential pitfalls?" (Emphasize business value, ROI, risk management, and change management).

• "Imagine a client is hesitant to adopt AI in their customer service due to concerns about job displacement or customer trust. How would you address these concerns and build buy-in for an AI-augmented service model?" (Focus on empathy, clear communication, and demonstrating benefits for both customers and employees). Company & Culture Questions:

• "What interests you about Accenture Song and this specific role within the Service practice?" (Research Accenture Song's mission and recent work; connect it to your passion for AI and CX).

• "How do you align with Accenture's values of Client Focus, Leadership, and Collaboration?" (Provide specific examples from your experience that demonstrate these values).

• "How do you stay current with the rapidly evolving landscape of AI and customer experience technologies?" (Mention specific resources, communities, or learning habits). Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, clearly outline the "Situation," "Task," "Action," and "Result" (STAR method).

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the tangible business value and ROI of your design solutions.

• Highlight Your Role: Be specific about your individual contributions, especially in leading teams, influencing stakeholders, and driving innovation.

• Showcase AI/GenAI Application: Clearly explain how AI was integrated into your process or the final solution, and what unique benefits it brought.

• Prepare for Deep Dives: Be ready to answer detailed questions about your design choices, the trade-offs you made, and how you handled challenges. Practice explaining complex concepts simply.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, a deep understanding of AI's role in customer experience, strong client advisory skills, and a proven ability to lead teams and deliver measurable business impact. The portfolio presentation is a critical opportunity to showcase these capabilities.

📌 Application Steps

To apply for this Experience Design Manager position:

• Submit your application through the Accenture Careers portal via the provided URL.

• Portfolio Customization: Tailor your resume and portfolio to highlight experience in service design, AI/GenAI integration, complex transformations, and client advisory. Ensure your portfolio clearly showcases your most impactful projects with quantifiable results.

• Resume Optimization: Use keywords from the job description such as "Experience Design," "Service Design," "GenAI," "Customer Service Transformation," "Agile," and "Stakeholder Management." Quantify achievements with metrics wherever possible.

• Interview Preparation: Practice articulating your experience using the STAR method, prepare case study examples, and research Accenture Song's work in customer experience and AI. Be ready to present your portfolio confidently.

• Company Research: Understand Accenture's mission, values, and recent innovations, particularly within Accenture Song. Familiarize yourself with their approach to client service and digital transformation.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.