Experience Designer | Product & Conversation Design - Sr. Analyst

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. Responsibilities 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 Location Primary residency within 90 minutes of an approved Accenture office Travel As required for client support. 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 Equal Employment Opportunity Statements 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. Accenture is an EEO and affirmative action employer of veterans/individuals with disabilities. Accenture is committed to providing veteran employment opportunities to our service men and women. 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. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please find additional important information. Please read Accenture’s recruiting and hiring statement for more information on how we process your data during the recruiting and hiring process. #J-18808-Ljbffr Accenture