Conversational AI Manager

Conversational AI Manager (Service Design Focus) Accenture Australia

Role Overview

Accenture Australia is seeking a Conversational AI Manager with strong Service Design leadership to shape lead and deliver intelligent humancentred service experiences for our clients. This role sits at the intersection of design AI and business transformation with accountability for endtoend delivery client outcomes and team leadership.

As a Manager you will lead multidisciplinary teams to design and implement conversational AIenabled services across multiple touchpoints. You will translate customer and business insights into scalable service strategies guide complex client engagements and ensure highquality delivery that meets both experience and commercial objectives.

This role is ideal for someone who combines deep service design capability with emerging AI expertise and enjoys mentoring others influencing senior stakeholders and driving meaningful change across Australias leading organisations.

Key Responsibilities

Service & Experience Strategy

• Lead the definition of endtoend service strategies across products processes and channels ensuring cohesive highquality experiences at scale.
• Translate research and business insights into service visions operating models and experience principles that guide delivery teams and clients.
• Oversee the development of service design artefacts including service blueprints customer journeys experience frameworks and interaction models.
• Ensure service concepts are feasible scalable and aligned to organisational goals and transformation roadmaps.

Conversational AI Leadership

• Lead the design of conversational AI ecosystems including conversational flows interaction models and AIdriven service patterns.
• Partner closely with engineering data and strategy teams to ensure solutions are contextaware ethical and grounded in service design best practice.
• Apply behavioural science storytelling and service logic to create interactions that feel natural purposeful and human.
• Provide design leadership and quality assurance across multiple conversational AI initiatives.

Client Engagement & Delivery Management

• Act as a trusted advisor to senior client stakeholders guiding them through service design and conversational AI transformation.
• Own project outcomes including scope definition delivery quality risk management and contribution to commercial success.
• Lead and facilitate executivelevel workshops cocreation sessions and presentations to drive alignment and decisionmaking.
• Support proposal development shaping work and the growth of Accentures conversational AI and service design portfolio.

People Leadership & Capability Building

• Lead mentor and develop designers and consultants fostering high performance collaboration and continuous learning.
• Contribute to capability uplift across service design and conversational AI practices within Accenture Australia.
• Support recruitment onboarding and coaching of emerging talent.

Thought Leadership & Practice Contribution

• Contribute to the evolution of Accentures service design and conversational AI methodologies tools and assets.
• Support internal and external thought leadership across conversational AI customer experience and service innovation.
• Stay current with emerging trends in AI digital services and experience design to inform futureready solutions.

Qualifications

Required

• 5 years experience delivering service design or customer experience initiatives with experience leading projects or workstreams.
• Proven ability to translate research and strategy into scalable service concepts and delivery outcomes.
• Strong stakeholder management skills including experience engaging senior client leaders.
• Experience leading multidisciplinary teams across design technology and strategy.

Preferred

• Experience designing or delivering AIdriven conversational or intelligent digital services.
• Familiarity with conversational AI platforms interaction design or natural language experience design.
• Background in service design design research business design or experience strategy.
• Experience working on largescale transformation programs or within enterprise environments ideally in Australia.

Why Join Accenture Australia

• Lead highimpact transformation programs across Australias most influential industries.
• Work at the forefront of AIenabled service design shaping how organisations interact with customers and employees.
• Collaborate with worldclass strategists designers and technologists.
• Access exceptional learning leadership development and career progression opportunities.
• Be part of a culture that values inclusion creativity and continuous innovation.
• Help shape the future of conversational AI and service experiences for millions of Australians.

About Accenture

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