Customer Relationship Management UX Specialist (Mid-Level or Senior)

Customer Relationship Management UX Specialist (Mid-Level or Senior)

Company:

The Boeing Company

The Boeing Company is currently seeking a Customer Relationship Management Salesforce UX Specialist (Mid-Level or Senior) to join the team in Seattle, WA or Renton, WA. 

The Customer Relationship Management (CRM) Salesforce UX Specialist is responsible for driving user-centered design and strategy for our enterprise CRM platform- Salesforce. This position emphasizes mapping user journeys and creating intuitive CRM interfaces and workflows to enhance efficiency and engagement. The specialist will conduct user research and usability testing, refine designs based on feedback, and collaborate with business users of sales and marketing teams to deliver customer-focused solutions.

Additionally, contributing to our CRM design system and ensuring compliance with accessibility and responsiveness standards are essential components of this role. This position plays a vital role in shaping the experience of business users, sales and marketing teams, and customer-facing organizations with our CRM platforms. You will operate at the intersection of UX design, CRM configuration, release readiness, and Salesforce usability, facilitating our business transformation journey.

Position Responsibilities:

• Plan and execute user interviews, surveys, and usability tests on CRM features and workflows; analyze results and iterate on designs to ensure solutions meet real user needs

• Conduct usability assessments and accessibility reviews to identify improvements across our CRM interfaces and Test designs before real users to solicit feedback to iterate and refine designs

• Develop and refine end-to-end CRM user flows for sales and marketing, service, and support personas; identify pain points and design solutions to streamline key processes

• Create intuitive, customer-centric UI designs (wireframes, mockups, prototypes) for CRM platforms (Salesforce etc.) that enhance productivity and engagement in data-rich environments

• Work closely with product managers, users, and business stakeholders to define requirements, align priorities, and integrate UX solutions smoothly into CRM development and deployment

• Produce personas, user flows, storyboards, wireframes, and interactive prototypes to effectively communicate design concepts; document design decisions and guidelines for CRM features

• Help build and maintain a pattern library or design system specific to CRM applications, ensuring consistency, scalability, and reusability of UI components and interaction patterns

• Apply accessibility (WCAG) and responsive design standards to all CRM interfaces, guaranteeing a seamless experience across desktop and mobile devices for all users

• Work with Business admins and IT development teams to ensure CRM data flows, third-party connectors, and custom modules support a user-friendly experience; anticipate and design around complex data interactions

• Share UX best practices with junior designers and cross-functional team members; provide guidance on CRM-specific UX considerations and encourage a user-centered design culture

• Lead UX strategies and prototyping efforts across multiple Salesforce clouds

• Support end-to-end Salesforce release cycles including post-deployment UX testing and validation

• Leverage tools like Figma, Adobe XD, and Copado for wireframing, prototyping, and release readiness reviews

• Provide guidance on design system usage and ensure alignment with Boeing’s brand and UI standards

• Incorporate data security, risk mitigation, and user access design best practices into the UX layer

Basic Qualifications (Required Skills/Experience):

• 3+ years of experience designing for web, application and/or mobile solutions

• 3+ years of experience with Salesforce Lightning Platform designing and developing solutions on Salesforce Service Cloud and Salesforce Experience Cloud using Salesforce Best Practices and Standards

• 3+ years of experience with UX Design

• 3+ years of experience in performing user research, user interface design activities, and usability evaluations for a software application or system of systems

• 3+ years of experience with tools like Adobe Creative Suite, PowerPoint, Tableau, or similar data visualization platforms

• 3+ years of experience working within an Agile development team

• 3+ years of experience using PPM (Project Portfolio Management) and/or ADLM (Application Development Life-cycle Management) tools (i.e. MS Project, Azure DevOps (ADO), JIRA) as part of p