Senior Experience Architect (Professional Services)

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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.

Applications for this position will be accepted on an ongoing basis.

Department Overview

Salesforce Professional Services focuses on delivering strategic engagements that define transformational opportunities and articulate clear plans for execution. We rely on our team's expertise 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 to support deeper, more relevant use of the Salesforce platform.

Job Details

Salesforce Experience Design is a group of passionate designers who build transformational experiences by turning human insights into business impact at Salesforce scale.

We partner with our technical and solution competencies, to support our Financial Services, Health and Life Sciences verticals, and help customers unleash the full power of Salesforce through a design-centric approach delivering useful, usable and desirable experiences.

Our work environment appeals to self-motivated, flexible team players that have great interpersonal skills and lots of curiosity. We believe in peer relationships rather than hierarchies; in teams rather than lone thinkers. Salesforce is all about an open collaborative approach and we think it is the key enabler for us to deliver innovative, ground-breaking work. Our designers follow a consultant mindset including working with different Salesforce colleagues across various engagements, willingness to travel when required and understanding the value of working on site.

We are looking for a passionate and pragmatic design thinker who is eager to join a fun, collaborative and innovative team. The focus of the role is interactive—web and mobile applications, interactive design and user experience. The Sr. Experience Architect serves as the project leader and main point person for Experience Design engagements. He/she is responsible for leading the experience strategy and establishing and maintaining the highest quality of execution across all work. He/She will be responsible for the vision for an engagement as well as being able to lead multidisciplinary project teams. The Experience Architect must always provide team leadership, build strong partnerships and foster collaboration with the customer.

We believe the best Sr. 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.

Responsibilities

Success will be measured by your contribution and collaboration within the Experience Design group — leading, advising and aligning project teams and customers to create successful outcomes and ensure the highest level of customer satisfaction. Specifically, the areas of focus will be: leading a variety of engagements, actively participating in the Salesforce culture, and continually ensuring your skills and role requirements are met.

Design Leadership

• Lead and manage design teams to drive key design activities and deliverables throughout project lifecycles
• Leverage Design-Thinking methods and participate and contribute to new methods and offerings
• 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
• Lead digital strategies and visions and ensure these are communicated effectively
• Understand and guide research, interaction and visual design across the Salesforce platform, driving towards the highest level of quality and execution
• Lead customer discovery activities, stakeholder interviews, workshops, and collaborative design sessions
• Provide mentorship and guidance to other designers within the Experience Design group
• Manage research initiatives and synthesize insights from complex data sets to inform strategic decisions

Client Engagement

• Develop project scope, timelines, and strategic roadmaps that prioritize investments and support business objectives
• Manage changes in project scope, identify potential issues, and pivot when necessary
• Collaborate with internal team members to structure project work, plan and execute client proposals
• Identify new business opportunities and be able to connect appropriate people to support
• Lead and drive key experience design activities throughout a project’s lifecycle including research, workshops, and conducting interviews and synthesizing
• Multi-task and perform well under pressure in a constantly changing environment with key stakeholders and teams
• Build close relationships with customers and key stakeholders and ensure project teams and client understand roles, responsibilities and vision of project

Team Leadership

• Lead, coordinate and manage the work of a project team either independently or in conjunction with key project team members
• Manage and maintain team motivation and morale
• Identify and resolve or escalate issues and conflicts within the project team
• Engage and partner with external clients and other partners when required
• Manage a project team of Experience Design colleagues with multidisciplinary backgrounds including visual design, interaction design, information architecture, etc.

Minimum Requirements

• At least 10-12 years of experience in experience design, interaction design, or related fields
• 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
• 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 lead multidisciplinary teams to create impactful customer solutions.
• Proven track record of building client relationships and being client facing
• Proven experience designing applications that balance user needs, business requirements, commercial interests and technological constraints
• Proficient in relevant software packages (Figma, Adobe Creative Suite, Sketch, UX-related, Prototyping (InVision, Flinto, Marvel, Proto.io), etc.)
• Well-versed in technology and software development as it relates to design
• Proactive, self-sufficient and professional, with strong organizational, time management and communication skills
• Passionate and enthusiastic about delivering design and user experience excellence
• Excellent communication skills both verbal and written
• Experience with Salesforce, Microsoft Dynamics, Oracle, SAP or other enterprise software
• Experience working across a variety of industries, including B2B and B2C
• 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.)
• Willingness to travel up to 50% of the time

Preferred Qualifications

• Salesforce product knowledge and solution design experience strongly preferred
• Experience across various industries (Financial Services, Health, Life Sciences)
• Design consulting background a plus
• Salesforce Admin Certification
• Salesforce UX Designer 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 .

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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 $172,500 - $260,100 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.