Senior Experience Architect

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. 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 cap ... (truncated, view full listing at source)