Customer Service Experience Designer (UI/UX) Sr. Analyst

We Are: 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. Visit us here to learn more about what makes us the Experience Agency: 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 are: As an Experience Designer within Accenture Song’s Service Creative practice, 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 Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below. Benefits: Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long‑term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. Role Location: Annual Salary Range California: $70,350 to $150,400 Cleveland: $50,800 to $120,300 Colorado: $57,800 to $129,900 District of Columbia: $58,400 to $138,300 Illinois: $50,800 to $129,900 Maryland: $54,900 to $129,900 Massachusetts: $54,900 to $138,300 Minnesota: $54,900 to $129,900 New York: $66,300 to $150,400 New Jersey: $58,400 to $150,400 Washington: $80,200 to $138,300 Requesting an Accommodation Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Other Employment Statements Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment. Accenture is an EEO and affirmative action employer of females, minorities, veterans, and individuals with disabilities. Accenture is committed to providing veteran employment opportunities to our service men and women. California requires additional notifications for applicants and employees. 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