> Markdown version of [/jobs/ext/3048970-experience-design-lead-product-conversational-design](https://www.wearedevelopers.com/jobs/ext/3048970-experience-design-lead-product-conversational-design). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Experience Design Lead | Product & Conversational Design - **Company:** Accenture - **Location:** Arlington, VA, United States - **Experience:** Expert - **Salary:** $94,400.0 - $293,800.0 - **Contract:** Permanent contract - **Skills:** Adobe Analytics, Adobe InDesign, Artificial Intelligence, Client Server Models, Cognitive Science, Human-Computer Interaction, Interaction Design, Service Design, Web Content Accessibility Guidelines, Website Wireframe, Workflow Management Systems, Chatbots, Large Language Models, Multi-Agent Systems, Prompt Engineering, Figma, Virtual Agents - **Published:** September 24, 2026 - **Apply:** https://dejobs.org/x/x/46D4D0402FFE48169F7E7AA6C710ABF9/job/ ## About the Role * 7+ years of professional experience delivering UX, product design, service design, or experience design solutions across digital products and platforms * 4+ years leading end-to-end product or service design engagements from discovery and strategy through implementation and optimization * 3+ years managing, mentoring, coaching, or leading teams of designers within cross-functional environments * 3+ years collaborating with product, engineering, AI/NLP, analytics, CX, and business stakeholders in agile delivery environments * 1+ years experience designing AI-powered or conversational experiences, including chatbots, virtual agents, copilots, assistant experiences, or voice interfaces Nice to Haves: * Experience leading the creation of customer journeys, interaction models, user flows, wireframes, prototypes, and scalable experience solutions * Advanced proficiency with Figma, design systems, prototyping, and modern product design practices * Experience presenting experience strategies, design rationale, and recommendations to senior stakeholders and client leadership * Demonstrated experience designing for trust, transparency, fallback handling, human-in-the-loop interactions, and agentic AI workflows * Experience leading customer service, contact center, customer support, or employee support transformation initiatives * Familiarity with GenAI- and LLM-powered experiences, including prompt design, orchestration patterns, multi-agent systems, and responsible AI principles * Experience designing enterprise SaaS platforms, workflow tools, or customer experience ecosystems * Applied knowledge of WCAG 2.1 AA accessibility standards across both digital interfaces and AI-generated content * Experience establishing and evolving design systems, governance models, and design operations practices * Experience supporting client pursuits, proposal development, and thought leadership initiatives * Prior experience working in consulting, studio, or multi-client environments * Bachelor's degree in Design, Human-Computer Interaction, Cognitive Science, Psychology, or a related field ## Description As an Experience Design Manager within Accenture Song's Service Creative practice, you will lead the design and delivery of next-generation, AI-powered customer service products and experiences. This role combines deep expertise in UX, product design, conversational experiences, and emerging AI technologies with the ability to lead teams, shape client engagements, and drive business impact. You will manage multidisciplinary teams of product designers, conversation designers, service designers, and AI specialists to create intuitive, trustworthy, and scalable customer experiences across digital and conversational channels. You are equally comfortable defining experience strategy, guiding teams through ambiguity, facilitating executive stakeholder conversations, and ensuring high-quality delivery from discovery through launch. You embrace AI as both a design material and a way of working, helping teams create better outcomes through AI-native design approaches while developing the next generation of experience design talent. The Work: * Lead end-to-end experience strategy and design delivery for AI-powered customer service solutions, from discovery and research through implementation and optimization * Direct and mentor teams of designers across product, conversation, and service design disciplines, ensuring high-quality outputs and professional growth * Establish product visions, customer journeys, service blueprints, experience frameworks, and interaction models that align user needs with business objectives * Lead design workstreams across chat experiences, agent assist tools, agent dashboards, escalation workflows, virtual assistants, and self-service platforms * Translate complex AI capabilities, including agentic workflows, confidence states, autonomous actions, and human-in-the-loop interactions into transparent and intuitive user experiences * Partner closely with product managers, AI/NLP engineers, architects, CX strategists, researchers, and client stakeholders to shape roadmaps and experience strategies * Facilitate workshops, design sprints, co-creation sessions, and stakeholder reviews to align teams and accelerate decision-making * Guide research, usability testing, and experimentation efforts, ensuring insights and data inform design decisions * Drive design quality across multiple initiatives, providing direction on interaction design, visual design, accessibility, conversational flows, and AI experience patterns * Contribute to AI-native design systems, governance frameworks, reusable patterns, and best practices that enable consistency and scalability * Advocate for inclusive and accessible experiences across both digital interfaces and AI-generated interactions * Support business development activities through proposals, thought leadership, innovation initiatives, and opportunity identification within existing client engagements ## Related Videos - [Guiding Agentic AI with Vue](https://www.wearedevelopers.com/videos/2033-guiding-agentic-ai-with-vue) - [Boost Productivity with AI: Figma & Playwright MCP Workflows - Aris Markogiannakis](https://www.wearedevelopers.com/videos/1768-boost-productivity-with-ai-figma-playwright-mcp-workflows-aris-markogiannakis) - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [Designing the Future of Human<>Agent Collaboration](https://www.wearedevelopers.com/videos/1447-designing-the-future-of-human-agent-collaboration) - [How to Stop Your Agents From Going Rogue - Arnav Gupta](https://www.wearedevelopers.com/videos/2152-how-to-stop-your-agents-from-going-rogue-arnav-gupta) ## Related Articles - [The future is here: How artificial intelligence is influencing UX design](https://www.wearedevelopers.com/magazine/65-the-future-is-here-how-artificial-intelligence-is-influencing-ux-design) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [Graph and AI Trends 2026: Why Is AI Running but Not Yet Delivering?](https://www.wearedevelopers.com/magazine/680-graph-and-ai-trends-2026-why-is-ai-running-but-not-yet-delivering) - [Prompt Engineering is a Job of the Past](https://www.wearedevelopers.com/magazine/342-prompt-engineering-is-a-job-of-the-past) - [From Prototype to Production: Build AI Agents with This Free 4-Course Learning Path](https://www.wearedevelopers.com/magazine/655-from-prototype-to-production-build-ai-agents-with-this-free-4-course-learning-path) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production)