Experience Design Director

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Job Category

Customer Success

Job Details

About Salesforce

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.

Salesforce Professional Services is looking to grow the Public Sector Experience Services team. In this role you’ll be collaborating with cross-disciplinary teams to bring experiences to life. We leverage human-centered design, business value expertise, and the power of the Salesforce Platform to build transformational experiences that unlock value for our customers and our customers’ customers. You’ll have the opportunity to shape the user experience for both customers and employees in meaningful and ethical ways, on a variety of Enterprise-level customer engagements in the Public Sector.

At Salesforce, we bring meaning to our High Performance Culture and Salesforce Values by creating a culture of Trust, Inclusivity, Accountability, and Recognition to attract, develop, support, and retain our people and leaders. And, do so in an environment built on a foundation of diversity, equality, and inclusion. We look to hire great leaders who embody “Better Together” and who effectively onboard and support high performers. Guided by our #1 value of Trust, High Performance Culture is how we make Salesforce the destination company for individuals, leaders, and teams to do their best work and build lifetime careers at the #1 AI CRM.

Responsibilities:

• Leads large-scale, complex workstreams and/or programs and oversees the engagement and design teams, continually advocating for the value of a design-led way of working

• Provides superior customer-facing behavior in all relevant circumstances

• Develops design-led project scope including timeframes, milestones, activities, etc.

• Manages changes in scope, identifies potential issues, and pivots when necessary

• Directly owns customer relationship and is responsible for stakeholder management (C-level)

• Presents and formulates clear business and design justifications based on insights and trends

• Builds close, trusted relationships with both customers and/or key stakeholders

• Displays a strong consultant mindset and provides a strong point of view - is a thought leader

• Identifies and resolves and/or escalates issues and conflicts

• Manages and maintains team motivation and morale

• Own all facets of day-to-day management of direct reports and promotes/supports our High Performance Culture, which includes shared goals; diversity, equality, and inclusion; deep listening and feedback; career growth; and sustained customer outcomes as the foundation of our High Performance Culture
   

Experience/Skills Required

• 10+ years leading complex design-led engagements and delivering exceptional experiences from start to finish, as part of a cross-functional team

• At least 10-12 years relevant industry experience and 5+ years people management experience

• Strong people management skills with proven ability to drive high performance through empathy, proactive guidance, deep listening and conflict resolution

• Proven ability to multi-task and perform well under pressure in a constantly changing environment with key stakeholders (C-level) and multi disciplinary teams

• Proven track record building strong, trusted relationships with executives and influencing priorities across different business stakeholders to optimize and drive adoption of compelling human-centered experiences

• Proven track record serving as design lead on complex engagements, contributing as it applies to experience strategies, design systems, products, services and customer experiences that delight customers/users and achieve business results

• Proven ability to manage large teams of direct report