Senior Experience Architect

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Job Category

Customer Success

Job Details

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 Salesforce Professional Services: At Salesforce, Professional Services empowers our customers to unlock the full potential of the Salesforce platform. As trusted advisors and innovators, we work hand-in-hand with customers to design human-centered experiences, modernise their technology, and drive transformative business outcomes.

Role Overview: We are seeking a (Senior) Experience Architect with a passion for designing impactful service and product experiences, solving complex problems, and driving innovation at scale. The ideal candidate brings a balance of deep design expertise, consulting acumen, and technology fluency to help customers reimagine user journeys, service interactions, and employee experiences through human-centered design, platform innovation, and emerging AI and Agentforce capabilities.

 

This role requires strong executive communication skills, a proven track record in experience design and delivery, and thought leadership in the transformation space. Prior experience in a consulting environment, particularly within the Big 4 or equivalent, will be an advantage.

Key Responsibilities:

Experience Design & Architecture

• Lead the design and delivery of human-centered service and product experiences across Salesforce solutions.

• Synthesise user insights, business requirements, and technology capabilities into compelling customer journeys and scalable architectures.

• Define frameworks and approaches that connect strategy to design execution.

• Design next-generation experiences that integrate human and AI-agent interactions across customer, employee, and service journeys.

• Develop and leverage design systems within Salesforce to ensure consistency, scalability, and efficiency in UI design.

• Create prototypes and high-fidelity UI designs for Salesforce applications using tools such as Figma.

• Translate ambiguous customer challenges into clear experience principles, target states, and actionable design decisions.

Problem Solving & Innovation

• Partner with customers to identify root problems, design innovative solutions, and accelerate value realisation.

• Drive creative exploration, leveraging emerging technologies such as AI, automation, and Agentforce to enhance user experiences, streamline service delivery, and unlock new ways of working.

• Proactively challenge the status quo and provide thought leadership in experience innovation.

• Apply hypothesis-led problem solving and strategic thinking to uncover opportunities across customer experience, operating model, and service delivery.

Consulting & Executive Engagement

• Collaborate with cross-functional teams and senior stakeholders to align on vision, goals, and outcomes.

• Present complex concepts and recommendations to executives and C-level audiences with clarity and impact.

• Develop trusted advisory relationships to help customers navigate their transformation journey.

• Lead discovery, stakeholder interviews, and executive workshops to shape problem statements, align priorities, and build momentum for change.

• Provide strategic consulting on experience transformation, helping clients connect customer needs, business strategy, and platform capability.

• Influence decision-making through credible recommendations, business storytelling, and the ability to balance desirability, feasibility, and value.

• Contribute to proposal development, solution shaping, and client growth opportunities by articulating the value of experience-led transformation.

Thought Leadership

• Contribute to Salesforce’s point of view on experience architecture, AI-enabled experiences, innovation, and digital transformation.

• Author content, speak at industry events, and mentor peers to advance experience design best practices.

• Develop thought leadership assets, methodologies, and reusable approaches that strengthen Salesforce Professional Services’ market presence and delivery capability.

• Stay ahead of industry, design, and technology trends to bring fresh perspectives and differentiated insights to customers and internal teams.

• Act as a visible leader in the practice by elevating standards, shaping conversations with clients, and championing experience-led transformation across engagements.

Collaboration & Delivery

• Work closely with multidisciplinary teams, including strategists, designers, technologists, and program managers, to deliver exceptional outcomes.

• Facilitate workshops and co-creation sessions to align stakeholders and inspire creative thinking.

• Support governance and quality assurance in large-scale transformation programs.

• Mentor junior team members and contribute to the growth of design, consulting, and facilitation capability across the practice.

Required Qualifications:

• 10+ years of experience in service design, product design, customer experience strategy, or experience architecture.

• 5+ years of consulting experience, with Big 4 or equivalent preferred.

• Demonstrated ability to develop experience-led strategies and execute end-to-end design programs.

• Strong executive presence with excellent communication and presentation skills.

• Proven expertise in problem solving, facilitation, and driving alignment across diverse stakeholders.

• Affinity for technology and understanding of digital platforms, including AI-enabled and agent-driven experiences; experience working on Salesforce solutions and familiarity with Agentforce are a plus.

• Experience with design systems and Salesforce-specific UI design and prototyping.

• Proficiency with design tools such as Figma, Sketch, or Adobe Creative Suite.

• Ability to think creatively, drive innovation, and contribute to thought leadership.

Preferred Skills:

• Experience with enterprise-scale transformation programs.

• Familiarity with design thinking, agile methodologies, and user research practices.

• Understanding of AI-driven design solutions and emerging experience technologies.

• Ability to inspire, mentor, and guide diverse teams in experience delivery.

• Proven expertise in shaping experience concepts and transforming them into production-ready designs, demonstrating proficiency across the full spectrum of design, from ideation to implementation.

• Experience developing points of view, facilitating executive-level strategy sessions, and contributing to business development or practice growth initiatives.

Why Join Salesforce Professional Services?

• Opportunity to shape world-class experiences for global brands.

• A collaborative, innovative, and high-performance culture.

• The ability to drive thought leadership and innovation in the digital and AI space.

• Access to world-class learning, development programs, and career growth opportunities.

• A platform to build your profile as a trusted advisor, thought leader, and experience practitioner at the forefront of digital transformation.

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. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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