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.

ogether. Playing an integral part in the Customer Success Group (CSG) consulting division, the Experience Services team partner alongside Service, Sales, Marketing, IT, and Human Capital Management to create useful, usable and desirable experiences across all industry verticals to help clients unleash the full power of our platform.

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, our designers follow a consultant mindset including working with different Salesforce colleagues across various projects, willingness to travel when required and understanding the value of building relationships with our clients.

We are looking for a passionate and pragmatic Experience Architect who is eager to join a fun, collaborative and innovative team. Their role is to understand the business and end-user’s needs in order to translate those needs into intuitive, transformational experiences, always considering Salesforce as a platform. The Experience Architect is a team player and assists with various Experience Design activities throughout a project lifecycle as a consultant for Salesforce's customers.

Responsibilities

Success will be measured by your contribution and collaboration within the Experience Services group as well as within customer-facing engagement — working with teams and customers to create successful outcomes and ensure the highest level of customer satisfaction. Specifically, your areas of focus will be: actively participating in the Salesforce culture, ensuring your skills and role requirements are continuously met, and assisting with Experience Design activities throughout a project’s lifecycle. In your daily life, you will:

* Define and create UX concepts based on an understanding of the business requirements and end-user needs through up-front, end-user research

* Prepare and facilitate a variety of Experience Design activities for client-facing workshops, audits, and customer/stakeholder interviews

* Create a clear strategy from insight to action to effectively produce a variety of outputs such as personas, journey-maps, user flows, information architecture, prototypes, and wireframes as it pertains to business requirements and end-user needs and validate through user testing, when appropriate

* Communicate research findings, conceptual ideas, detailed design, and design rationale effectively both verbally and visually

* Create prototypes that demonstrate experience concepts

* Build and maintain strong working relationships with colleagues, clients, and key stakeholders

* Respond positively and calmly to shifting priorities, demands, timeline and team's strategy

* Participate as a contributor within an interdisciplinary team that includes other designers, business analysts, technical and functional architects, and software developers

* Collaborate effectively with remote and/or international team members

* Represent Salesforce’s vision and values by ensuring all Salesforce certifications and coursework is met, as it pertains to the Experience Design group requirements

* Get to know our platform and demonstrate acumen in our benefits, differentiators, and value to customers

* Explore the needs and specificities of different industries to design assertive solutions

Preferred Requirements

* 5+ years knowledge and relevant experience in a design-related disciplines

* Knowledge and experience with driving and applying user-centered design processes while working collaboratively with customers, along side cross-functional teams including visual design, user research, and engineering

* Proficient in relevant software packages (Adobe Creative Suite, Figma or UX-related)

* Proficient in AI tools (Claude Code, Gemini, NotebookLM)

* Creative problem-solver with the ability design for an existing platform

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

* Passionate and enthusiastic about delivering design and user experience excellence

* Excellent communication skills both verbal and written

* Design consulting background

* Portuguese or Spanish first, English as a second language

Nice to have Requirements

* Knowledge or experience using or designing for Salesforce products

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

* Experience working across a variety of industries, including B2B and B2C

* Portuguese or Spanish as an additional language (it will be required in projects)

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We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good– you’ve come to the right place.

At Salesforce Professional Services organization, we focus on delivering Salesforce's world-class product and project offerings to ensure customers are getting the most out of the Salesforce Platform. Our team is made up of thousands of the world’s leading Salesforce experts.

Come and be part of our team! Read more details below and apply if you feel this opportunity is for you!

Benefits & perks

Comprehensive benefits package including well-being reimbursement, health insurance, generous parental leave, adoption assistance, fertility benefits, and more!

World-class enablement and on-demand training withTrailhead.com

Exposure to executive thought leaders and regular 1:1 coaching with leadership

Volunteer opportunities and participation in our 1:1:1 model for giving back to the community

YOUR IMPACT:

We are seeking a passionate, pragmatic, and innovative Experience Services to join our collaborative and dynamic team. In this role, you will serve as the primary leader for experience design team, guiding interactive projects—such as web and mobile applications—while ensuring the highest level of customer satisfaction. You will be responsible for leading experience strategy and maintaining the quality of execution across all work. This role requires a combination of strategic thinking, design expertise, and leadership, as you will guide multidisciplinary teams and foster partnerships with customers to drive successful outcomes.

* Define and create UX concepts based on an understanding of the business requirements and end-user needs through up-front, end-user research

* Prepare and facilitate of a variety of Experience Design activities for client-facing workshops, audits, and customer/stakeholder interviews

* Create a clear strategy from insight to action to effectively produce a variety of outputs such as personas, journey-maps, user flows, information architecture, prototypes, and wireframes as it pertains to business requirements and end-user needs and validate through user testing, when appropriate

* Communicate research findings, conceptual ideas, detailed design, and design rationale effectively both verbally and visually

* Develop platform knowledge to work with an interdisciplinary team to find the best solutions to meet our client's needs and requirements, ideally considering OOTB (out-of-the-box) features

* Create prototypes that demonstrate experience concepts

* Follow and identify key industry and technology trends

* Build and maintain strong working relationships with colleagues, clients, and key stakeholders

* Respond positively and calmly to shifting priorities, demands, and timeline

* Participate as a contributor and at times a leader with an interdisciplinary team that includes other designers, business analysts, technical and functional architects, and software developers

* Collaborate effectively with remote and/or international team members

* Represent Salesforce’s vision and values by ensuring all Salesforce certifications and coursework is met, as it pertains to the Experience Design group requirements

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MINIMUM QUALIFICATIONS

* 5-8 years in-depth knowledge and experience with a Bachelor degree in a design-related discipline

* Extensive knowledge and experience with driving and applying user-centered design processes while working collaboratively with customers, along side cross-functional teams including solution and technical architects, developers, managers and product

* Proficient in relevant software packages (Adobe Creative Suite, Figma, LucidSpark)

* Ability to analyze and propose changes to evolve our practices as a Professional Services team;

* Portuguese, Spanish, and English speaker;

* Possible travel of about 25%, but exact travel requirements will vary based on the customer.

* Knowledge or experience using Salesforce products

* Be an Experience Designer at XOU Solution Consulting for LATAM.

OUR TEAM VALUES

* TRUST: Trusts the company’s core values; shows integrity, transparency, and reliability

* LEADERSHIP: Be a great manager, focused on people's development and wellbeing

* TEAM PLAYER: Proficient at collaboration and working with members of a team

* COMMUNICATOR: Speaks and writes with clarity, brevity, and purpose; explains the area of expertise clearly and confidently to others; influences and engages C-Level with authority and confidence

* LEARNER MINDSET: Proactively looks for knowledge and ways to learn continuously, influencing positively the learning environment

* ACTIVE LISTENING: listening actively with empathy and taking actions based on feedback

PREFERRED QUALIFICATIONS

* Adept at navigating/mediating conflict and fostering healthy dialogue

* Interpersonal skills - nurtures effective working relationships with others

* Experience overseeing and managing business metrics, productivity, and outcomes

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 andbe your best, and our AI agents accelerate your impact so you cando 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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