AI-Savvy Experience Architect | Customer Success Lead

salesforce.com, inc.; Massachusetts; On-site; USD 149,000 - 224,000; Full time

Job summary

Salesforce seeks an Experience Architect (Design Consultant Lead) to guide design teams and deliver customer-centric experiences across engagements. You’ll lead cross-functional teams, shape strategy, and ensure high-quality design outcomes from research to delivery.

You translate business needs into transformative experiences, collaborate with executives, and apply human-centered design with agile delivery. Travel up to 50% and on-site work with clients are expected.

Qualifications

• 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.
• Experience consulting in enterprise-level technology transformation programs, ideally at Fortune 500 companies.
• Strong proficiency with AI tools 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.
• Degree or equivalent relevant experience required.
• A willingness to travel up to 50% of the time and onsite work with customers.

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.

Skills

Experience design

User research

Interaction design

AI tools

Agile methodologies

Change management

Pre-sales support

Executive stakeholders

Prototyping

Education

Degree or equivalent

Tools

Salesforce

Job description

Salesforce seeks an Experience Architect (Design Consultant Lead) to guide design teams and deliver customer-centric experiences across engagements. You’ll lead cross-functional teams, shape strategy, and ensure high-quality design outcomes from research to delivery.

You translate business needs into transformative experiences, collaborate with executives, and apply human-centered design with agile delivery. Travel up to 50% and on-site work with clients are expected.