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, human‑centred service experiences for our clients. This role sits at the intersection of design, AI, and business transformation, with accountability for end‑to‑end delivery, client outcomes, and team leadership.

As a Manager, you will lead multidisciplinary teams to design and implement conversational AI‑enabled services across multiple touchpoints. You will translate customer and business insights into scalable service strategies, guide complex client engagements, and ensure high‑quality 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 Australia’s leading organisations.

Key Responsibilities

Service & Experience Strategy

• Lead the definition of end‑to‑end service strategies across products, processes, and channels, ensuring cohesive, high‑quality 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 AI‑driven service patterns.
• Partner closely with engineering, data, and strategy teams to ensure solutions are context‑aware, 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 executive‑level workshops, co‑creation sessions, and presentations to drive alignment and decision‑making.
• Support proposal development, shaping work, and the growth of Accenture’s 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 Accenture’s 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 future‑ready 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 AI‑driven, 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 large‑scale transformation programs or within enterprise environments, ideally in Australia.

Why Join Accenture Australia

• Lead high‑impact transformation programs across Australia’s most influential industries.
• Work at the forefront of AI‑enabled service design, shaping how organisations interact with customers and employees.
• Collaborate with world‑class 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

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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At Accenture, our intention is to foster a culture and a workplace in which all of our people feel a sense of belonging and are respected and empowered to do their best work. 

As part of our talent strategy, we hire and develop people who have different backgrounds, different perspectives and different lived experiences. These differences ensure that we have and attract the cognitive diversity to deliver a variety of perspectives, observations and insights which are essential to drive the innovation needed to reinvent, and we hold our leaders accountable for ensuring we have the most innovative and talented people in our industry.

 
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