Senior Experience Architect — AI-Driven CX Leader

Salesforce

Chicago (IL)

On-site

USD 173,000 - 260,000

Full time

26 hours ago

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Job summary

Salesforce is seeking a Senior Experience Architect within our Professional Services to lead design teams, align cross-functional partners, and translate business needs into intuitive, transformational experiences.

You will drive discovery, roadmaps, and research, apply design thinking, leverage AI, and partner with executive stakeholders to deliver customer value across Fortune 500 engagements. Travel up to 50% and on-site work with clients is expected.

Qualifications

10+ years of experience in experience design, user research, interaction design, or related fields.
3+ years of experience leading design teams and managing complex design initiatives throughout project lifecycles.
Salesforce or other CRM product knowledge and solution design experience.
Experience consulting in enterprise-level technology transformation programs, ideally at Fortune 500 companies.
Strong proficiency with AI tools (e.g., generative AI, automation platforms) 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.
Excellent communication skills; adept at navigating difficult conversations and providing constructive feedback.
Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g., extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
A willingness to travel when required (up to 50% of the time) and an understanding of the value of working on site with our 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.