Senior Experience Architect

114 Acumen Solutions, Inc.; Washington (District of Columbia); Hybrid; USD 173,000 - 260,000; Full time

Benefits offered by this job

Time off programs

Medical

401(k)

Job summary

Salesforce is seeking a Senior Experience Architect for the Experience Services Competency in Professional Services. This role ensures delivery excellence across Salesforce customers, with strong Public Sector consulting background and deep expertise in Experience Design deliverables.

Partner with cross-functional teams to deliver customer success and scale design systems. You will lead the creation of inclusive, accessible experiences, guide research, and drive design decisions using

Qualifications

• Experience leading Experience Design/User Experience workstreams.
• Deep knowledge of Experience Design principles and methods.
• Ability to architect scalable, integrated platform experiences in complex enterprise ecosystems.

Responsibilities

• Provide strategic advisory to customers and identify opportunities for improvement.
• Perform discovery and design strategies based on research and user needs.
• Lead design execution with user flows, wireframes, prototypes and design specs.
• Coordinate with cross-functional teams to integrate design into project delivery.
• Mentor and coach junior designers to maintain delivery standards.
• Collaborate with program management to align timelines and risk management.

Skills

Experience Design

Public Sector experience

Leadership

User Research

Education

BA/BS or MA/MS in related field

Tools

Figma

Salesforce Lightning Design System

Job description

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.

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.

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 Figma, along with an ability to quickly learn new tools as they emerge. Experience working with design systems (for e.g., Salesforce Lightning Design System). Ability to present and share the rationale behind the proposed solutions using appropriate mediums (sketches, schematics, wires, click‑throughs, storyboards, high‑fidelity mocks, rapid prototyping and end‑to‑end narratives).

Product Knowledge: Knowledge or experience using Salesforce products and solutions or experience with Microsoft Dynamics, Oracle, SAP or other commercial off‑the‑shelf enterprise software.

Communication: Excellent verbal and written skills. Passionate about delivering business and user value with the ability to articulate Experience Design and User Experience value to stakeholders at all levels. Strong workshop design and facilitation skills.

Problem Solving: A proactive, resourceful, creative thinker with the ability to inspire others and who can navigate dynamic situations.

Relationship Management: Consistent track record of building customer relationships. A great listener with the ability to connect with people in diverse roles.

Sector Expertise: Proven experience with Public Sector customers (Federal Civilian, Defense, State & Local Government, Nonprofit, or Education).

Education: BA/BS or MA/MS in a related field, or equivalent experience.

Travel: A willingness to travel when required (up to 25-30% of the time) and an understanding of the value of working onsite with our customers.

Location: Candidates should be located in the greater Washington DC area.

Other Requirements: Sole U.S. citizenship (U.S. born or naturalized; no dual citizenship) required. Agree to complete a Minimum Background Investigation (MBI) for a Moderate Public Trust position with the U.S. federal government.

Preferred Qualifications

Salesforce Administrator Certification

Salesforce Certified Platform User Experience Designer Certification

Salesforce Strategy Designer Certification

Salesforce Agentblazer Innovator or Agentblazer Legend Credential

Leadership Qualities 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.

*LI-Y 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.

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program

The typical base salary range for this position is $172,500 - $260,100 annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $207,800 - $285,800 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.

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