Business Transformation Architect Director

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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 the Role
Are you an experienced transformation leader looking to help the most ambitious businesses succeed with Salesforce? We leverage the Salesforce Customer Success Platform and cutting-edge technology, innovation, strategy and design skills to enhance our customers' transformation into world-class digital businesses.
The Salesforce Business Transformation Architect helps our most strategic customers transform their business. They work with customers' business leaders and technology teams to understand what is possible and desirable and get into the detail on how to do it, using all the power of our platform to realise their strategy. Business Transformation Architects are specialists solely focused on driving customer success through large-scale programs, change management, new digital operating models, innovation, roadmap, usage, adoption and value.
Key Responsibilities
Co-create a strategy that aligns a customer's business objectives with customer experience, what is possible, key business measures, and a practical roadmap.
Define value cases that align Salesforce Professional Services to customer benefit.
Enable delivery with speed, agility and stability by implementing a decision-making framework that balances regional and global attributes, frequency of change, and quality of data and risk mitigation.
Actively work between the Business & Technology disciplines to industrialise the best ideas with new digital operating models and ways of working.
Enhance productivity and buy-in through persuasion, workshops and intimately understanding our customers' businesses. Help end-users uncover and articulate barriers, and co-design potential solutions to their needs.
Personalise best practices to customers including roadmap, agile development, change management, enterprise collaboration, operational support, and alignment to business strategy. Increase user productivity, reduce TCO and enhance Salesforce investment payback, by formulating a plan to reduce the number of disparate applications end users access to do their jobs.
Required Experience
15+ years of consulting and corporate experience across Financial Services, Retail, Telco, Healthcare and/or other industries, with hands-on delivery leadership experience.
Previous experience as the business lead for transformation is required. Preferably has used the Salesforce Platform as a key technology enabler of business change.
Travel regularly (average of 25%) but may be higher or lower based upon client assignment.
Innovation
Inquisitive mind, endless curiosity and passion for learning about customers, industries and new approaches to doing things:
How end users (customers, employees, sales teams etc.) perform their jobs.
Industry challenges and solutions.
Deep, hands-on fluency in Agentforce and experience with AI-native, intent-based engineering.
Ability to translate executive ambition into an AI-powered digital business blueprint and an actionable transformation roadmap.
Continuous curiosity about how AI reshapes customer, employee, and partner experience across industries.
Ability to translate vision and business issues into actionable roadmap and solutions.
Leadership
Self-starter with the ability to build a network within Salesforce and your assigned customer.
Effectively build, develop, and manage relationships with internal and customer senior executives, setting expectations on their role as stakeholders vested in success.
Motivate, inspire, and coordinate a blended team of Salesforce, customer, ISV and system integrators to solve customer challenges.
Capability as credible and effective C-level advisor/coach, especially with regards to change management (cultural, business and technical).
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.
Demonstrated effectiveness at leading and facilitating meetings and workshops.
Technology Delivery
Demonstrated experience establishing and running large-scale program management offices.
Familiarity with implementing and supporting enterprise solutions (CRM, ERP, etc.).
As the business owner of change, or from a technology implementation viewpoint, has an excellent understanding of software delivery processes and methodologies (i.e. waterfall, agile, hybrid).
Deep understanding of the Salesforce platform and its business impacting capabilities / demonstrates the ability to quickly learn.
Knowledge of process automation, user experience and workflow is a plus.
Resilience
Making business change happen is difficult and often fails before it succeeds. It is important that you:
Understand 'who you are', so you can learn from challenges without feeling that they 'define you'. You will have good coping strategies and networks for dealing with the ups and downs of transformation.
Focus on the long-term strategy and building trusted relationships so you can respond effectively to competing demands.
Influence
Demonstrated ability to communicate, present and influence credibly and effectively across the entire organisation. This means from CEO to administrator, and across various disciplines (such as Finance, HR, Marketing, Operations, Customer Services, Technology). Must be able to work with the customer's technology organisation to influence and implement plans.
Excellent situational awareness. Must be comfortable in dynamic customer environments and enthusiastically present our company.
Highly developed soft skills, such as listening, empathy, and the ability to adjust communication style based on the audience.
Strong teamwork and facilitation skills with the ability to: balance conversations within groups; offer suggestions and improvements to process and work effectively with all personalities; drive towards building consensus.
Context: Why This Role, Why Now
ANZ Enterprise Delivery is scaling an Agentforce-native delivery model and needs senior-level practitioners who can bridge strategy, AI, and implementation while establishing and holding executive trust. ANZ Enterprise Business Consulting is breaking new ground with data-driven value case, analysis and tracking tooling and engagements.
Role-Specific Purpose (LAQ Program Leader)
This role will drive strong executive relationships, AI-led transformation strategy, and value realisation across a portfolio of ANZ enterprise accounts, with a particular mandate to help extend the AI-native intent-based engineering model, and extend value casing, analysis and tracking to ANZ Enterprise accounts.
Key Responsibilities
Co-create a strategy that aligns a customer's business objectives with customer experience, AI opportunity, key business measures, and a practical roadmap.
Enable delivery with speed, agility and stability through decision-making frameworks that balance regional and global attributes, frequency of change, and data quality/risk.
Work across Business and Technology disciplines to industrialise new digital operating models built around AI-native, intent-based engineering.
Enhance productivity and buy-in through executive workshops and a deep understanding of the customer's business, translating barriers into co-designed solutions.
Personalise best practice across roadmap, agile delivery, change management, and value realisation, increasing user productivity and enhancing Salesforce investment payback.