At a Glance
- Tasks: Lead AI-driven service transformations and design innovative customer experiences.
- Company: Join Accenture Song, the world's largest tech-powered creative group.
- Benefits: Enjoy competitive salary, flexible work policies, and generous leave options.
- Other info: Dynamic environment with opportunities for career development and global collaboration.
- Why this job: Shape meaningful experiences that enhance lives and drive growth for clients.
- Qualifications: Experience in service design and proficiency in collaborative tools like Figma.
The predicted salary is between 63000 - 77000 £ per year.
London, Edinburgh
Experience Design Manager, Song Service
- CL7 - Manager
- London, Edinburgh
We are Accenture Song, the world's largest tech-powered creative group.
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 are Accenture Song, the world's largest tech-powered creative group.
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.
As an Experience Design Manager in Accenture Song Service, you will play a pivotal role in shaping and delivering AI-enabled, end-to-end customer service transformations across industries such as Financial Services, Health & Public Sector, Resources and Communications, Media & Technology.
Our mission
Is to help our clients to deliver exceptional human and agentic experiences that deliver simplicity, cost transformation, and an engine for growth.
Every interaction is a moment to resolve, deepen trust, build loyalty, and demonstrate the brand promise when it counts most.
If you're looking for a challenging career working in a vibrant environment with access to training and a global network of specialists, this is the role for you.
As a team
The Service practice sits within Accenture Song.
Our vision is to deliver iconic client outcomes.
A shared purpose for our people; to grow, to build new skills, and do our best work.
We focus on
- Reinventing customer service across physical, digital/app-based and AI-powered channels
- Data-driven transformation across service to reduce cost and drive growth
- Designing future‑ready service models, enabled by platforms, data and automation
- Embedding Gen AI, intelligent automation and decisioning into customer service journeys and operations
- Supporting clients to define a customer‑first mindset, helping them shape their business and operating models
- Delivering measurable business outcomes, not just great experiences
We work across the full lifecycle: from ambition and vision, through design and experimentation, to scaled delivery and adoption.
- What you’ll do
- Lead AI-enabled service transformations
- Lead end-to-end design on products, services and platforms within large, complex transformation programmes
- Shape AI-augmented customer service journeys that align to customer needs, including the use of Gen AI, chatbots, copilots, agent assist, and intelligent workflows
- Use AI to translate research and insight into service blueprints, journeys, user flows, experience principles, wireframes, and design systems that can be implemented and scaled
- Use generative technology and emerging tools to create proof of concepts, accelerate discovery, concept, prototype, and test ideas, setting best practice for teams and clients
- Confidently collaborate with technologists, data scientists, product leaders and operations teams to deliver integrated solutions
- Be a trusted client advisor
- Build trusted relationships with senior client stakeholders (Director / C‑Suite)
- Frame service transformation in business and value terms, linking CX improvements to growth, efficiency, resilience and trust
- Influence client decision‑making
- Deliver at scale
- Own and manage complex workstreams, ensuring high‑quality delivery, clear governance and risk management
- Lead multi‑disciplinary teams using Agile and product‑led delivery approaches.
Collaborate closely with visual designers, conversation designers, strategists, technologists, forward deployed engineers and delivery teams to integrate experience design into broader transformation programmes
- Ensure services are designed for scalability, feasibility and operational readiness
- Grow people, capability and the practice
- Provide line management, coaching and career development for junior designers and consultants
- Contribute to thought leadership, assets and accelerators in areas such as AI in service design, next‑generation contact centres, and service measurement
- Support sales, propositions and go‑to‑market activity
Experience Required
- Core experience
- Strong background in service, product and/or experience design
- Advanced proficiency in Figma, Miro, Sketch, Mural and other collaborative and prototyping tools
- Demonstrated ability to design and iterate on human‑centered interfaces, including experience with prompt patterns, uncertainty/confidence visualization, and designing for non‑deterministic system outputs
- A portfolio that shows examples of creative solutions and thinking behind them
- Proven experience on complex digital or customer service transformations that put people first while delivering business outcomes
- Experience shaping complex end‑to‑end journeys across multiple touchpoints, channels and stakeholder groups
- Proven ability to operate across the full project lifecycle, from shaping and selling work through to delivery at scale
- Proven ability to lead with creativity and empathy, using a thinking by building and experimentation mindset to explore and shape ideas
- AI, data and technology awareness
- Agentic experience and experience delivering Gen AI-enabled services (e. g. conversational AI)
• Practical experience working with or alongside
- AI tools such as Chat GPT, Claude Code, Codex, Gemini, Copilot, Eleven Labs, Git Hub Copilot or a custom AI design stack
- Cloud-based customer platforms (Salesforce, Microsoft Dynamics, AWS, etc.)
- Data-driven service measurement (e. g. CLV, NPS, sentiment, operational performance)
- A proven track record of integrating AI into your design process, whether through research, prototyping, testing, or internal tooling
- Ability to collaborate effectively with Data & AI and Technology teams (you don’t need to be a deep technologist, but you must be fluent)
- Leadership & Consulting Skills
- Strong analytical and problem‑solving capability
- Confident senior stakeholder management and storytelling
- Experience leading teams, managing performance and developing talent
- Understanding of commercial models and deal economics in professional services
- Comfortable leading within agile, collaborative, fast‑moving consulting environments
- Can clearly articulate design rationale, trade‑offs, and impact to non‑design senior stakeholders
- Experience working across multi‑channel services (digital, App, contact centre, assisted and AI‑driven)
- Experience leading and facilitating workshops
- Set yourself apart
- A design portfolio that includes AI-enabled products, conversational experiences or agentic service design work
- Certifications in Agile, Product, Service Design or Cloud platforms
- Thought leadership or asset development in AI, service innovation or customer service reinvention
- Contact centre platform experience (e. g. Genesys, Sierra, Decagon, Parloa, Poly AI, NICE Cognigy, Agentforce Contact Centre and Amazon Connect)
- Experience in Telco, Financial Services or Public Sector; our highest-demand client verticals
- 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
- 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.
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.
Accenture is an equal opportunities employer and encourages applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity.
- SNGCR01
- #J-18808-Ljbffr
Experience Design Manager employer: Accenture UK & Ireland
As an AI Transformation & Process Excellence Senior Manager, you will thrive in a dynamic work culture that prioritises innovation and collaboration. Our commitment to employee growth is evident through tailored coaching and development opportunities, ensuring you can lead your team effectively while embedding cutting-edge AI methodologies into client solutions. Located in a vibrant area, we offer unique advantages such as access to industry-leading technology partners and a supportive environment that fosters meaningful contributions to transformative projects.
Contact Details:
Accenture UK & Ireland Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Experience Design Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Accenture UK & Ireland. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Accenture UK & Ireland before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Experience Design Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Accenture UK & Ireland:Your cover letter is your chance to shine! Tell us why you want to work at Accenture UK & Ireland specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Accenture UK & Ireland!
How to prepare for a job interview at Accenture UK & Ireland
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
