Lead Experience Architect - AI-Driven Transformations

salesforce.com, inc.; North Carolina; On-site; USD 173,000 - 260,000; Full time

Job summary

Salesforce is seeking a Senior Experience Architect in the Professional Services team to lead design initiatives that deliver customer-centric, AI-enabled experiences. You will guide cross-functional teams, mentor designers, and translate business goals into transformational designs for enterprise clients.

The role emphasizes customer success, design thinking, and collaboration with executive stakeholders, with a travel expectation up to 50% and on-site work with customers in diverse industries.

Qualifications

• 10+ years in experience design, user research, interaction design, or related fields.
• 3+ years leading design teams and managing complex initiatives.
• Salesforce CRM product knowledge and solution design experience.
• Experience consulting in enterprise technology transformation programs.
• Strong proficiency with AI tools for innovation and efficiency.
• Experience in dual roles such as HCC, training, or pre-sales support.
• Advanced skills in human-centered design, design-thinking, and journey mapping.
• Expert visual design and prototyping; translate concepts into designs.
• Strong research and synthesis skills from qualitative and quantitative data.
• Ability to frame problems strategically and manage client relationships.
• Experience with Agile delivery frameworks and executive stakeholder engagement.
• Excellent communication; comfortable with difficult conversations.

Responsibilities

• Lead and manage design teams through project lifecycles.
• Develop project scope, timelines, and strategic roadmaps aligned to business goals.
• Build relationships with customers, stakeholders, and cross-functional collaborators.
• Lead customer discovery activities, stakeholder interviews, workshops, and sessions.
• Apply design-thinking and human-centered design to deliver transformational experiences.
• Create compelling stories and communicate design concepts to diverse audiences.
• Leverage AI tools to drive innovation and accelerate delivery of design outcomes.
• Manage research initiatives and synthesize insights to inform decisions.
• Provide thought leadership in pre-sales activities and go-to-market discussions.
• Support dual-role responsibilities such as HCC or training when needed.

Skills

Experience design

User research

Interaction design

Team leadership

CRM/Salesforce

AI tools

Executive stakeholder mgmt

Agile methodologies

Prototyping & visual design

Communication skills

Education

Bachelor's degree or equivalent

Tools

Figma

Miro

PowerPoint

Job description

Salesforce is seeking a Senior Experience Architect in the Professional Services team to lead design initiatives that deliver customer-centric, AI-enabled experiences. You will guide cross-functional teams, mentor designers, and translate business goals into transformational designs for enterprise clients.

The role emphasizes customer success, design thinking, and collaboration with executive stakeholders, with a travel expectation up to 50% and on-site work with customers in diverse industries.