Senior Experience Architect — AI‑Driven CX Leader

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

Job summary

Salesforce is seeking a Senior Experience Architect within Professional Services to lead design teams and translate business needs into transformative customer experiences.

You will guide research, interaction design, and AI-enabled delivery across engagements, partnering with executive stakeholders and cross‑functional teams, with up to 50% travel.

This role emphasizes customer value, human-centered design, and strategic thinking to accelerate outcomes for enterprise clients.

Qualifications

• 10+ years in experience design, user research, or related fields.
• 3+ years leading design teams and large initiatives.
• Salesforce or CRM product knowledge and solution design experience.
• Enterprise technology transformation consulting experience (Fortune 400 level).
• Strong proficiency with AI tools for innovation and day-to-day work.
• Experience in dual roles such as HCC, training, or pre-sales/go-to-market support.
• Advanced skills in human-centered design, design-thinking, journey mapping.
• Excellent communication and stakeholder management; able to present to executives.
• Willingness to travel up to 50% and work on-site with customers.

Responsibilities

• Lead and manage design teams to drive activities across project lifecycles.
• Develop scope, timelines, and strategic roadmaps aligned to business objectives.
• Build relationships with customers, stakeholders, and cross-functional collaborators.
• Lead 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.
• Leverage AI tools to drive innovation, enhance efficiency, and accelerate delivery.
• Manage research initiatives and synthesize insights from complex data sets.
• Provide thought leadership in pre-sales, go-to-market support, and business strategy discussions.
• Support dual-role responsibilities such as HCC, training delivery, or cross-functional initiatives as needed.

Skills

Experience design

User research

Interaction design

AI tools

Design thinking

Stakeholder management

Agile

Executive presentation

Leadership

Education

Degree or equivalent experience

Job description

Salesforce is seeking a Senior Experience Architect within Professional Services to lead design teams and translate business needs into transformative customer experiences.

You will guide research, interaction design, and AI-enabled delivery across engagements, partnering with executive stakeholders and cross‑functional teams, with up to 50% travel.

This role emphasizes customer value, human-centered design, and strategic thinking to accelerate outcomes for enterprise clients.