Senior Experience Architect

About this role

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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.

Job Description: Senior Experience Architect Location: Washington D.C. - remote

About the role: As part of the Experience Services Competency in Salesforce Professional Services, the team is seeking a Senior Experience Architect. The Senior Experience Architect is responsible for ensuring overall delivery excellence and quality across Salesforce Professional Services customers. They have strong Public Sector consulting experience and a deep understanding of Experience Design services deliverables. They strive to better understand and improve processes to help our Experience Services team thrive. The Senior Experience Architect also partners with other roles on customer engagements to ensure customer and Salesforce Professional Services success.

Your Impact - Key Responsibilities • Strategic Advisory • Serve as a trusted advisor to our customers, advising on change management best practices while recommending potential areas for improvement.

• Discovery & Design Strategy • 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.

• Design Execution • 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.

• Stakeholder Alignment & Collaboration • 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.

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

• Operational Excellence • 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.

• Team Leadership • 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.

• Business & Practice Impact • 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.

Minimum Qualifications • Experience: Minimum 8 years of industry experience in customer-facing roles leading teams of designers and/or tracks of work on complex experience-led engagements with large-scale transformation, as part of a cross-functional team. Track record of delivering exceptional experiences from start to finish.

• Core Competencies: Experience leading Experience Design/User Experience relevant workstreams. Deep knowledge of Experience Design and User Experience principles, methodologies, and tools. Experience architecting scalable, integrated platform experiences within complex enterprise ecosystems using multiple approaches, including analytics and user research, to drive decisions and develop design iterations. Application of AI tools in services delivery.

• Technical Skills: Ability to leverage a wide range of product design, information design, interaction design, and visual design skills in order to deliver world-class experiences and solutions. Expert knowledge of current design tools such as

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