Experience Architect / Senior Experience Architect - Salesforce Industries

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Job Category

Customer Success Group

Job Details

Salesforce Industries’ goal is to deliver rapid, value-driven customer solutions for complex business problems. Our Experience Designers are key players in this objective, as they can identify native functionality to deliver customer requirements quickly with minimal customization.

Salesforce Experience Design is a group of passionate designers who build transformational experiences by turning human insights into business impact at Salesforce scale. Playing an integral part in the Customer Success Group, we partner alongside Service, Sales, Marketing, IT, and Human Capital Management Lines of Business across all industry verticals to help customers unleash the full power of Salesforce through a design-centric approach delivering useful, usable and desirable experiences.

Our work environment appeals to self-motivated, flexible team players that have great interpersonal skills and lots of curiosity. We believe in peer relationships rather than hierarchies; in teams rather than lone thinkers. Salesforce is all about an open collaborative approach, and we think it is the key enabler for us to deliver innovative, ground-breaking work. As part of Salesforce’s Customer Success Group (CSG), our designers follow a consultant mindset including working with different Salesforce colleagues across various engagements, willingness to travel when required and understanding the value of working on site.

We are looking for a passionate and pragmatic design thinker who is eager to join a fun, collaborative and innovative team. The focus of the role is interactive—web and mobile applications, interactive design and user experience. The Experience Architect serves as the project leader and main point person for Experience Design engagements. They are responsible for leading the experience strategy and establishing and maintaining the highest quality of execution across all work. They will also be responsible for the vision for an engagement as well as being able to lead multi-disciplinary project teams. The Experience Architect must always provide team leadership, build strong partnerships and foster collaboration with the customer.

Responsibilities:

Success will be measured by your contribution and collaboration within the Experience Design group — leading, advising and aligning project teams and customers to create successful outcomes and ensure the highest level of customer satisfaction. Specifically, the areas of focus will be: leading a variety of engagements, actively participating in the Salesforce culture, and continually ensuring your skills and role requirements are met.

Design Leadership:

• Leverage Design-Thinking methods and participate and contribute to new methods and offerings

• Assist with digital strategies and visions and ensure these are communicated effectively

• Understand and guide research, interaction and visual design across the Salesforce platform, driving towards the highest level of quality and execution

• Present concepts clearly and justify design decisions

• Provide mentorship and guidance to other designers within the Experience Design group

Client Engagement:

• Manage changes in project scope, identify potential issues, and pivot when necessary

• Collaborate with internal team members to structure project work, plan and execute client proposals

• Identify new business opportunities and be able to connect appropriate people to support

• Lead and drive key experience design activities throughout a project’s lifecycle including research, workshops, and conducting interviews and synthesizing

• Multi-task and perform well under pressure in a constantly changing environment with key stakeholders and teams

• Build close relationships with customers and key stakeholders and ensure project teams and client understand roles, responsibilities and vision of project

Team Leadership:

• Lead, coordinate and manage the work of a project team either independently or in conjunction with key project team members

• Manage and maintain team motivation and morale

• Identify and resolve or escalate issues and conflicts within the project team

• Engage and partner with external clients and other partners when required

• Support recruitment efforts for teams within the studio across different geographies

• Collaborate and manage effectively with remote team members

• Manage a project team of Experience Design colleagues with multidisciplinary backgrounds including visual design, interaction design, information architecture, etc.

Preferred Qualifications & Skills:

• At least 8-10 years relevant industry experience

• Relevant degree or professional qualification(s)

• Proven ability to lead multidisciplinary teams to create impactful customer solutions.

• Proven track record of building client relationships and being client facing

• Proven experience designing applications that balance user needs, business requirements, commercial interests and technological constraints

• Proficient in relevant software packages (Adobe Creative Suite, Figma, Sketch, Miro, Mural, UX-related Prototyping (InVision, Flinto, Marvel, Proto.io ), etc.)

• Well-versed in technology and software development as it relates to design

• Proactive, self-sufficient and professional, with strong organizational, time management and communication skills

• Passionate and enthusiastic about delivering design and user experience excellence

• Excellent communication skills both verbal and written

• Willingness to travel (at times) up to 50% of the time

• Design Consulting background a plus

• Knowledge or experience using Salesforce products

• Experience with Microsoft Dynamics, Oracle, SAP or other enterprise software

• Experience working across a variety of industries, including B2B and B2C - Telecommunications, Energy & Utilities and Insurance a plus

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