Conversational AI Consultant (Service Design Focus)

About Accenture Australia

Accenture Australia is a leader in technology‑powered transformation, helping organisations reimagine their services, reinvent customer experiences, and unlock new value through innovation. With a strong presence across Australia's major cities and industries, Accenture blends global expertise with deep local insight to deliver solutions that are human‑centred, data‑driven, and future‑ready.

Joining Accenture means becoming part of a collaborative, diverse, and forward‑thinking community that thrives on solving complex challenges. You'll work alongside strategists, designers, technologists, and industry experts who are passionate about shaping the next generation of digital and AI‑enabled experiences.

Role Overview

Accenture Australia is seeking a Conversational AI Specialist with strong Service Design capabilities to help design and deliver intelligent, human‑centred service experiences. This role sits at the intersection of design, AI, and business transformation, shaping how people interact with technology across multiple touchpoints.

You'll translate research into conversational journeys, design AI‑driven interactions, and orchestrate service ecosystems that feel seamless, intuitive, and distinctly human. If you're passionate about elevating customer experience through thoughtful design and emerging technologies, this role offers the opportunity to make a meaningful impact across Australia's leading organisations.

Key Responsibilities

Service & Experience Design

• Define the end‑to‑end service experience across products, processes, and channels, ensuring every touchpoint contributes to a cohesive and high‑quality journey.
• Translate research insights into actionable frameworks that clarify how humans interact with technology, focusing on usefulness, usability, and emotional resonance.
• Develop service design artefacts including user journeys, service blueprints, wireframes, prototypes, and interaction patterns.
• Design multi‑touchpoint ecosystems that integrate people, products, places, and digital interfaces into a unified service experience.

Conversational AI Design

• Create conversational flows, interaction models, and AI‑driven experiences that align with user needs, business goals, and Accenture's design standards.
• Collaborate with engineering and strategy teams to ensure conversational systems are context‑aware, intuitive, and grounded in service design principles.
• Apply storytelling, behavioural insights, and service logic to craft interactions that feel natural, human, and purposeful.

Client Engagement & Delivery

• Manage client relationships and guide stakeholders through the service design and conversational AI process.
• Conceptualise service systems, define project scope, and ensure deliverables meet Accenture's high standards of quality.
• Facilitate workshops, co‑creation sessions, and presentations that bring clients into the design process and build alignment.

Thought Leadership & Contribution

• Contribute to Accenture's service design and AI offerings, methodologies, and internal assets.
• Support the development of thought leadership in conversational AI, customer experience, and service innovation.
• Stay current with emerging trends in AI, digital products, and customer experience to inform future‑ready solutions.

Qualifications

Required

• 2–4 years of experience working on service design projects.
• Experience in service design studios, customer experience teams, or similar environments.
• Proven ability to translate research into service concepts, journeys, and prototypes.
• Strong collaboration skills with cross‑functional teams, including technology strategists and product teams.

Preferred

• Experience designing digital products, AI‑driven solutions, or ecommerce experiences.
• Familiarity with conversational AI platforms, interaction design, or natural language experience design.
• Background in design research, business design, or storytelling within service design practice.
• Exposure to large‑scale transformation projects or enterprise environments, ideally within Australia.

Why Join Accenture Australia

• Work on high‑impact projects across Australia's most influential industries.
• Collaborate with multidisciplinary teams that blend strategy, design, and cutting‑edge technology.
• Access world‑class learning, development, and career‑growth opportunities.
• Be part of a culture that values inclusion, creativity, and continuous innovation.
• Help shape the future of AI‑enabled service experiences for millions of Australians.