Experience Architect

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Department Overview

Salesforce Professional Services focuses on delivering strategic engagements that define transformational opportunities and articulate clear plans for execution of change programs. We rely on our team's expertise and specialisms to engage with executive-level customers to agree on specific business goals and actions to ignite the full value of Salesforce. Our approach considers people, process, and technology — and a successful engagement includes recommendations to the business for change to support deeper, more relevant use of the Salesforce platform.

Overview of the Role

Our Experience Architects (Design Consultant Leads) serve as design team captains, creative project directors, strategic advisors, and problem solvers. They ensure teams are aligned and serve as a guide toward impactful design outcomes in engagements. They provide leadership throughout all stages of an engagement, establish and maintain the highest quality of execution across all design work, provide a strong point of view, build strong partnerships, and foster collaboration with the customer.

Experience Architects work to understand the business and end-user's needs in order to translate those needs into intuitive, transformational experiences. These experiences are primarily driven by a focus on research, interaction design, and technical feasibility. They excel at working cross-functionally, effectively partnering with other competencies to demonstrate a valuable vision.

We believe the best Experience Architects are those who obsess over the creation of customer and business value. They have a customer-centric and collaborative mentality, a willingness to commit to the customer, and the drive to break down barriers to ensure customer success.

Are you passionate about Customer Success and want to work at the forefront of Digital Innovation at one of the fastest-growing CRM companies? This is the job for you!

Responsibilities

• Lead and manage design teams to drive key design activities and deliverables throughout project lifecycles
• Develop project scope, timelines, and strategic roadmaps that prioritize investments and support business objectives
• Build and maintain close relationships with customers, key stakeholders, and cross-functional collaborators
• Lead customer discovery activities, stakeholder interviews, workshops, and collaborative design sessions
• Apply design-thinking and human-centered design methodologies to deliver transformational experiences
• Create compelling stories and communicate design concepts that articulate business value to diverse audiences
• Leverage AI tools to drive innovation, enhance efficiency, and accelerate delivery of design outcomes
• Manage research initiatives and synthesize insights from complex data sets to inform strategic decisions
• Provide thought leadership in pre-sales activities, go-to-market support, and business strategy discussions
• Support dual-role responsibilities such as Human Centered Change (HCC), training delivery, or cross-functional initiatives as needed

Minimum Requirements

• 8+ years of experience in experience design, user research, interaction design, or related fields
• Proven track record of leading design teams and managing complex design initiatives throughout project lifecycles
• Experience consulting in enterprise-level technology transformation programs, ideally at Fortune 500 companies
• Strong proficiency with AI tools (e.g., generative AI, automation platforms) for innovation, efficiency, and day-to-day design work
• Experience serving in dual roles such as Human Centered Change (HCC), training delivery, business strategy, or pre-sales/go-to-market support
• Advanced skills in human-centered design, design-thinking methodologies, interaction design, and journey mapping
• Expert visual design and prototyping capabilities; ability to translate complex concepts into actionable designs
• Strong research and synthesis skills; ability to extract insights from qualitative and quantitative data
• Proven ability to frame problems strategically, facilitate stakeholder alignment, and manage client relationships
• Experience with Agile methodologies and working within Agile delivery frameworks
• Comfortable presenting to and building relationships with executive-level stakeholders
• Excellent communication skills; adept at navigating difficult conversations and providing constructive feedback
• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g., extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• A willingness to travel when required (up to 50% of the time) and an understanding of the value of working on site with our customers

Preferred Qualifications

• Salesforce product knowledge and solution design experience strongly preferred
• Experience across various industries (Automotive, Manufacturing, Retail, Consumer Goods, and Energy)
• Prosci Certification
• Salesforce Admin Certification
• Salesforce Strategy Designer Certification
• Salesforce Agentforce Specialist Certification

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form .

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $148,500 - $223,900 annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.