Senior Experience Architect: AI-Driven CX Leader

Salesforce; Boston (MA); On-site; USD 173,000 - 260,000; Full time

Job summary

Salesforce is seeking a Senior Experience Architect in Professional Services to lead design teams, guide end-to-end experiences, and translate user needs into transformational designs. The role emphasizes research, interaction design, and leveraging AI for innovative outcomes, with a strong customer focus and collaboration with executives.

You will drive strategic roadmaps, manage stakeholder relationships, and contribute to pre-sales and change initiatives, with travel up to 50% and on-site

Qualifications

• 10+ years in experience design, user research, interaction design, or related fields.
• 3+ years leading design teams and managing complex initiatives.
• Salesforce or other CRM knowledge and solution design experience.
• Enterprise technology transformation consulting experience, ideally Fortune 500.
• Strong proficiency with AI tools for innovation and design work.
• Experience in dual roles such as HCC, training delivery, or pre-sales/go-to-market support.
• Advanced skills in human-centered design, journey mapping, and design thinking.
• Expert visual design and prototyping; translate concepts into actionable designs.
• Strong research and synthesis skills; extract insights from data.
• Excellent stakeholder management and executive communication.
• Experience with Agile methodologies.
• Willingness to travel up to 50% and on-site 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 relationships with customers, stakeholders, and cross-functional collaborators.
• Lead customer discovery activities, stakeholder interviews, workshops, and design sessions.
• Apply design-thinking and human-centered design to deliver transformational experiences.
• Create stories and communicate design concepts that articulate business value.
• Leverage AI tools to drive innovation, efficiency, and delivery speed.
• Manage research initiatives and synthesize insights from data.
• Provide thought leadership in pre-sales, GTM support, and business strategy.
• Support dual-role responsibilities as needed (HCC, training, etc.).

Skills

Experience design

User research

Interaction design

Leadership

AI tools

Design thinking

Journey mapping

Prototyping

Stakeholder management

Agile

Education

Bachelor's degree or equivalent

Job description

Salesforce is seeking a Senior Experience Architect in Professional Services to lead design teams, guide end-to-end experiences, and translate user needs into transformational designs. The role emphasizes research, interaction design, and leveraging AI for innovative outcomes, with a strong customer focus and collaboration with executives.

You will drive strategic roadmaps, manage stakeholder relationships, and contribute to pre-sales and change initiatives, with travel up to 50% and on-site