Senior Experience Architect - Public Sector Experience Services

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Job Category

Customer Success

Job Details

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About the role:
As part of the Experience Services Competency in Salesforce Professional Services, the team is seeking a Senior Experience Architect. The Senior Experience Architect is responsible for ensuring overall delivery excellence and quality across Salesforce Professional Services customers. They have strong Public Sector consulting experience and a deep understanding of Experience Design services deliverables. They strive to better understand and improve processes to help our Experience Services team thrive. The Senior Experience Architect also partners with other roles on customer engagements to ensure customer and Salesforce Professional Services success.


Your Impact - Key Responsibilities

• Strategic Advisory

  • Serve as a trusted advisor to our customers, advising on change management best practices while recommending potential areas for improvement.

• Discovery & Design Strategy

  • Perform and distill customer, industry, and end-user research to identify key customer needs, expectations, and experience-led business opportunities.

  • Develop and execute holistic design strategies for complex transformation initiatives.

• Design Execution

  • Lead and drive key experience design activities throughout a project’s lifecycle including conducting interviews and synthesizing, preparation of design work for collaboration with functional and technical counterparts, developing an experience vision and identifying key features and capabilities needed.

  • Produce user flows, wireframes, prototypes, and/or design specs following human-centered methods.

  • Understand and guide research, interaction, and visual design across the Salesforce platform, creating designs that adhere to and extend existing platform guidelines—promoting configuration best practices before custom solutions.

  • Conduct design validation and/or user testing with end-users.

  • Create inclusive designs for all users; advocate for accessibility.

  • Present concepts clearly and support design decisions.

  • Continually strive to raise the bar for the overall quality of design and design artifacts.

• Stakeholder Alignment & Collaboration

  • Drive stakeholder alignment, engagement, and buy-in across functions.

  • Work with multi-disciplinary teams and consistently promote active collaboration, co-creation, and continual alignment while building close relationships with customers and key stakeholders.

• Methodology Integration

  • Integrate human-centered service design methodologies, and Design Thinking methodology and outcomes. Demonstrate repeatable design methodologies for customer self-sustainment.

• Operational Excellence

  • Collaborate closely with program management teams to integrate design strategies into program delivery. Identify and proactively manage risk areas and commit to seeing an issue through to complete resolution.

  • Lead, coordinate, and/or manage one or more tracks of work and/or a project team independently or in conjunction with key project team members.

  • Collaborate with internal team members to structure project work, plan, and complete customer engagements.

  • Develop and manage a project design plan, considering key tasks, activities, and dependencies needed for desired outcomes.

  • Lead changes in project scope, identify potential issues, and adjust when necessary.

• Team Leadership

  • Coach and develop other Experience Design practitioners and project team members to a consistent, repeatable delivery standard. Serve as a point of escalation and lead team members to drive results on customer engagements. Positively impact customer renewals and extensions when applicable.

• Business & Practice Impact

  • Support building the Experience Design capability within the Experience Services Competency; share standard methodologies and collaborate with and advise peers.

  • Identify and lead internal strategic initiatives to grow the consulting practice; serve as an active contributor to the community’s overall knowledge base and expertise. Generate positive feedback from internal teams and leadership.

Minimum Qualifications

• Experience: Minimum 8 years of industry experience in customer-facing roles leading teams of designers and/or tracks of work on complex experience-led engagements with large-scale transformation, as part of a cross-functional team. Track record of delivering exceptional experiences from start to finish.

• Core Competencies: Experience leading Experience Design/User Experience relevant workstreams. Deep knowledge of Experience Design and User Experience principles, methodologies, and tools. Experience architecting scalable, integrated platform experiences within complex enterprise ecosystems using multiple approaches, including analytics and user research, to drive decisions and develop design iterations. Application of AI tools in services delivery.

• Technical Skills: Ability to leverage a wide range of product design, information design, interaction design, and visual design skills in order to deliver world-class experiences and solutions. Expert knowledge of current design tools such as Figma, along with an ability to quickly learn new tools as they emerge. Experience working with design systems (for e.g., Salesforce Lightning Design System). Ability to present and share the rationale behind the proposed solutions using appropriate mediums (sketches, schematics, wires, click-throughs, storyboards, high-fidelity mocks, rapid prototyping and end-to-end narratives).

• Product Knowledge: Knowledge or experience using Salesforce products and solutions or experience with Microsoft Dynamics, Oracle, SAP or other commercial off-the-shelf enterprise software.

• Communication: Excellent verbal and written skills. Passionate about delivering business and user value with the ability to articulate Experience Design and User Experience value to stakeholders at all levels. Strong workshop design and facilitation skills.

• Problem Solving: A proactive, resourceful, creative thinker with the ability to inspire others and who can navigate dynamic situations.

• Relationship Management: Consistent track record of building customer relationships. A great listener with the ability to connect with people in diverse roles.

• Sector Expertise: Proven experience with Public Sector customers (Federal Civilian, Defense, State & Local Government, Nonprofit, or Education).

• Education: BA/BS or MA/MS in a related field, or equivalent experience.

• Travel: A willingness to travel when required (up to 25-30% of the time) and an understanding of the value of working onsite with our customers.

• Location: Candidates should be located in the greater Washington DC area.

• Other Requirements: Sole U.S. citizenship (U.S. born or naturalized; no dual citizenship) required. Agree to complete a Minimum Background Investigation (MBI) for a Moderate Public Trust position with the U.S. federal government.)

Preferred Qualifications

• Salesforce Administrator Certification

• Salesforce Certified Platform User Experience Designer Certification

• Salesforce Strategy Designer Certification

• Salesforce Agentblazer Innovator or Agentblazer Legend Credential

Leadership Qualities

• Passion: Passionate about customer success.

• Mindset: Approaches work with a "Beginner’s Mind" - always learning and listening.

• Leadership: Self-aware and strategic thinker; proficient at building strong relationships and managing personnel.

• Engagement: A strategic storyteller who influences C-level executives with clarity and authority.

• Team Player: Adept at collaboration and working with members of a multi-functional team.

• Trust: Trusts and demonstrates the company’s core values; shows integrity, transparency, and reliability.

• Adaptability: Excels in high levels of uncertainty and change.

• Agility: A collaborative team player who moves fast to drive business value and results in uncertain environments.

Qualification for this job is contingent upon acceptable results from a background investigation as well as obtaining and maintaining the specific level of U.S. Government security clearance that may be required for this role. U.S. citizenship (U.S. born or naturalized) is required.

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Unleash Your Potential

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $172,500 - $260,100 annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $207,800 - $285,800 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.