Senior Experience Design Lead

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
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.
Applications for this position will be accepted on an ongoing basis.
The Experience
Salesforce Professional Services focuses on delivering strategic engagements that define transformational opportunities and articulate clear plans for execution. We rely on our team's expertise to engage with executive-level customers to agree on specific business goals and actions to ignite the full value of Salesforce. Our approach considers people, process, and technology, and a successful engagement includes recommendations to the business to support deeper, more relevant use of the Salesforce platform.
Salesforce Experience Design is a group of passionate designers who build transformational experiences by turning human insights into business impact at Salesforce scale.
We partner with our technical and solution competencies, to support our Financial Services, Health and Life Sciences verticals, and 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. 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 Design Lead 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 be responsible for the vision for an engagement as well as being able to lead multidisciplinary project teams. The Design Lead must always provide team leadership, build strong partnerships and foster collaboration with the customer.
We believe the best Design Leads are those who obsess over the creation of customer and business value. They have a customer-centric and collaborative mentality, a willingness to commit to the customer, and the drive to break down barriers to ensure customer success.
What You'll Actually Be Doing
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
Lead and manage design teams to drive key design activities and deliverables throughout project lifecycles
Leverage Design-Thinking methods and participate and contribute to new methods and offerings
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
Lead 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
Lead customer discovery activities, stakeholder interviews, workshops, and collaborative design sessions
Provide mentorship and guidance to other designers within the Experience Design group
Manage research initiatives and synthesize insights from complex data sets to inform strategic decisions
Client Engagement
Develop project scope, timelines, and strategic roadmaps that prioritize investments and support business objectives
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
Manage a project team of Experience Design colleagues with multidisciplinary backgrounds including visual design, interaction design, information architecture, etc.
You're Our Person If You Have...
At least 10-12 years of experience in experience design, interaction design, or related fields
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
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 lead multidisciplinary teams to create impactful customer solutions.
Proven track record of building client relati

Skills
Generative AI, Prototyping, Salesforce, CRM, Customer Success