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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

We‘re hiring within the Salesforce Professional Services Experience Services team. In this role you’ll be collaborating with cross-disciplinary teams to bring your visions to life. You’ll have the opportunity to shape the user experience in meaningful and ethical ways, making life better for end-users on a variety of Enterprise level customers within a variety of industries. Salesforce Experience Services is a group of passionate designers and change consultants who build ground-breaking products and experiences by turning human insights into business impact at Salesforce scale.At Salesforce, our Experience Leads apply our vast array of cloud-based software to create platform experiences people love – experiences that make a salesperson’s day more productive, a marketer’s campaign more powerful, or a customer service rep’s process more intuitive - supporting strong relationships for users and their customers. You’ll be an integral part of Salesforce Professional Services, partnering alongside Sales, Service, Marketing, and IT Lines of Business across all industry verticals to help customers ignite the full power of Salesforce using a design-centric approach to deliver useful, usable, and desirable experiences. Our Experience Leads have a strong consultant approach and work with Salesforce colleagues across various engagements in order to create amazing experiences and transform the way business gets done.

Responsibilities

Lead, coordinate and manage the work of a design team or a track of work on an implementation independently or in conjunction with key project team members
Collaborate with internal team members to structure project work, plan experience-led outcomes and complete client engagements
Develop and lead a project design plan, considering key tasks, activities, and dependencies needed for desired outcomes
Lead changes in project scope, identify potential issues, and adjust when necessary
Identify new business opportunities and connect appropriate sales pods to support
Lead and drive key experience design activities throughout a project’s lifecycle including research, workshops, conducting interviews and synthesizing, preparation of design work for collaboration with functional and technical counterparts, development of experience narratives, and near-term, north star visions while demonstrating proper use of Salesforce’s design system
Champion the user by continually promoting human-centered design methods including research, validation, and the inclusion of user feedback
Multi-task and perform well under pressure in a constantly evolving environment with key collaborators and teams
Build close relationships with customers and key collaborators and ensure project teams and clients understand our value, roles, responsibilities and vision of project
Able to lead the creation of designs that adhere to and extend the existing Salesforce platform guidelines by promoting out of the box (OOTB)/configuration standard processes before custom solutions
Lead, orchestrate and collaborate with cross-functional teams to create a roadmap and plan for future implementation
Present concepts clearly and support design decisions
Conduct design validation and/or user testing with end-users
Advocate for accessibility, encouraging product and engineering management to prioritize accessible features and bug fixes
Provide mentorship and guidance to junior designers
Promote active collaboration, co-creation and continual alignment with cross functional and technical teams
Continually strive to set the standard for the overall quality of design and design artifacts
Engage and partner with external clients and other partners when required

Experience/Skills Required

At least 8-10 years relevant enterprise experience and 2-5 years of experience leading project design teams
7+ years of proven experience leading and delivering exceptional design from start to finish, as part of a cross-functional/technical consulting team
Deep understanding and experience of design thinking and agile methodology and standard processes
Consistent record of being client-facing and building strong, trusting client relationships
Proactive, self-sufficient and professional design consultant, with strong organizational, time management and communication skills
Advocate for the importance and value of design activities and outcomes across all stages of a strategic or tactical engagement
Ability to explore ideas, persuade others, and build consensus on fast-moving projects with varying degrees of ambiguity
Ability to distill and reframe a problem, then define a framework for resolution, generating clear, elegant solutions for sophisticated challenges
Ability to communicate ideas to a wide variety of collaborators, lead discussions and creative activities, and build consensus while dealing with ambiguity
Ability to present and share the rationale behind the proposed solutions by using appropriate medium (sketches, schematics, wires, click-throughs, storyboards, high-fidelity mocks, rapid prototyping and end-to-end narratives)
Expert knowledge of current design tools such as Figma, along with an ability to quickly learn new tools/clouds as they emerge
Experience leading teams of designers and/or tracks of work - driving key design activities as it applies to large scale, programmatic implementations and/or enterprise-level projects
Ability to understand the interconnectedness and constraints of underlying enterprise eco systems and leverage that to design scalable, integrated solutions that work as a platform
Interest and willingness to self-enable on new technology, platforms, features, and trends
Demonstrated experience working with Salesforce Lightning Design System to design for Salesforce products
BA/BS or MA/MS in design-related field, or equivalent relevant experience. Experience will be evaluated on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

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