Senior Experience Architect - Public Sector Experience Services

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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.

• Serve as a trusted advisor to our customers, advising on change management best practices while recommending potential areas for improvement.

• Perform and distill customer, industry, and end-user research to identify key customer needs, expectations, and experience-led business opportunities.

• Develop and execute holistic design strategies for complex transformation initiatives.

• Lead and drive key experience design activities throughout a project’s lifecycle including conducting interviews and synthesizing, preparation of design work for collaboration with functional and technical counterparts, developing an experience vision and identifying key features and capabilities needed.

• Produce user flows, wireframes, prototypes, and/or design specs following human-centered methods.

• Understand and guide research, interaction, and visual design across the Salesforce platform, creating designs that adhere to and extend existing platform guidelines—promoting configuration best practices before custom solutions.

• Conduct design validation and/or user testing with end-users.

• Create inclusive designs for all users; advocate for accessibility.

• Present concepts clearly and support design decisions.

• Continually strive to raise the bar for the overall quality of design and design artifacts.

• Drive stakeholder alignment, engagement, and buy-in across functions.

• Work with multi-disciplinary teams and consistently promote active collaboration, co-creation, and continual alignment while building close relationships with customers and key stakeholders.

• Integrate human-centered service design methodologies, and Design Thinking methodology and outcomes. Demonstrate repeatable design methodologies for customer self-sustainment.

• Collaborate closely with program management teams to integrate design strategies into program delivery. Identify and proactively manage risk areas and commit to seeing an issue through to complete resolution.

• Lead, coordinate, and/or manage one or more tracks of work and/or a project team independently or in conjunction with key project team members.

• Collaborate with internal team members to structure project work, plan, and complete customer engagements.

• Develop and manage 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.

• Coach and develop other Experience Design practitioners and project team members to a consistent, repeatable delivery standard. Serve as a point of escalation and lead team members to drive results on customer engagements. Positively impact customer renewals and extensions when applicable.

• Support building the Experience Design capability within the Experience Services Competency; share standard methodologies and collaborate with and advise peers.

• Identify and lead internal strategic initiatives to grow the consulting practice; serve as an active contributor to the community’s overall knowledge base and expertise. Generate positive feedback from internal teams and leadership.

• • Salesforce Administrator Certification

  • Salesforce Certified Platform User Experience Designer Certification

  • Salesforce Strategy Designer Certification

  • Salesforce Agentblazer Innovator or Agentblazer Legend Credential

• Passion: Passionate about customer success.

• Mindset: Approaches work with a "Beginner’s Mind" - always learning and listening.

• Leadership: Self-aware and strategic thinker; proficient at building strong relationships and managing personnel.

• Engagement: A strategic storyteller who influences C-level executives with clarity and authority.

• Team Player: Adept at collaboration and working with members of a multi-functional team.

• Trust: Trusts and demonstrates the company’s core values; shows integrity, transparency, and reliability.

• Adaptability: Excels in high levels of uncertainty and change.

• Agility: A collaborative team player who moves fast to drive business value and results in uncertain environments.

Qualification for this job is contingent upon acceptable results from a background investigation as well as obtaining and maintaining the specific level of U.S. Government security clearance that may be required for this role. U.S. citizenship (U.S. born or naturalized) is required.

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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.

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