Senior Experience Strategist

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

User Experience

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.

Senior Experience Strategist 

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.

Overview

The Agentic Transformation team is seeking a Senior Experience Strategist to shape how people, products and AI agents come together to create meaningful, scalable solutions across Salesforce’s solutions and builder ecosystem. They translate complex, cross-functional needs into clear frameworks, narratives, tools and systems that drive alignment, consistency and impact. Operating at the intersection of strategy, design and technology, they establish the conditions that allow teams to create high-quality, future-ready experiences with clarity and efficiency.

You will stay deeply connected to the needs and realities of our global Solutions & Builders teams, using research, discovery and continuous feedback to identify opportunities and understand where we can make the greatest difference. You will translate these insights into strategies and experiences that enable meaningful behaviour change, sustained adoption and measurable business impact—helping our work evolve with the people and teams we serve.

Core Responsibilities

1. Experience Strategy & System Design
Turn complexity into scalable systems

* Translate complex business, user and technical needs into clear experience strategies, frameworks and actionable systems.
* Define experience principles, patterns and processes that improve consistency, quality and scalability across the Solutions & Builder ecosystem. 
* Partner with Design, Demo Tech, Product, SE leaders, and Solution and Builder communities to turn strategic intent into practical experiences, tools, and ways of working.
* Identify opportunities to simplify and improve how people, products and AI agents work together.

2. Research, Discovery & Continuous Improvement
Stay connected to reality and learn what matters

* Design and lead research and discovery approaches that build an ongoing understanding of our global Solutions & Builder teams, their needs, behaviours, workflows, challenges and evolving ways of working—using these insights to identify opportunities and shape more effective, scalable experiences.
* Translate field research, feedback, and experimentation into actionable insights that guide stakeholder decisions and improve the day-to-day operating models of SEs, Builders, and Leaders.
* Use prototyping, validation and iteration to test ideas early, learn quickly and improve experience outcomes. 
* Apply emerging trends and foresight to anticipate changing behaviours, technologies, and opportunities across the ecosystem.

3. Strategic Partnership & Storytelling
Create alignment and influence decisions

* Build trusted partnerships across Design, Demo Tech, Product, SE leaders, and Solution and Builder communities to align teams around shared goals and priorities.
* Bring clarity to complex initiatives by connecting different perspectives, resolving ambiguity and creating shared direction. 
* Develop compelling narratives that help SEs, Builders, and Leaders understand the value and opportunity of working with AI, driving meaningful and sustainable adoption.
* Use storytelling, facilitation and strategic communication to influence decisions, align stakeholders and inspire action.

4. Enablement, Adoption & Business Impact
Turn strategy into behaviour and measurable value

* Champion new approaches, tools and ways of working that enable teams to create better experiences more effectively.
* Translate strategy into practical frameworks, guidance and experiences that teams can adopt and apply in their day-to-day work. 
* Define and use meaningful measures of adoption, user experience, and impact to understand what’s working and where improvements are needed.
* Drive continuous learning and improvement by incorporating feedback, validating outcomes and scaling approaches that demonstrate value.

Required Skills & Experience

* 5+ years of experience in experience strategy, service design, UX strategy, product strategy or a related field.
* Demonstrated experience turning complex problems into clear strategies, frameworks and scalable experiences. 
* Strong research, discovery, synthesis and systems-thinking capabilities. 
* Proven ability to influence and align cross-functional teams without direct authority. 
* Excellent storytelling, communication and presentation skills, with the ability to make complex ideas clear and compelling. 
* A track record of using feedback, experimentation and evidence to improve experiences and demonstrate impact.
* Experience working in ambiguous, fast-moving environments where strategy needs to translate into practical action.

Desired Skills & Experience

* Strong understanding of the Salesforce platform and ecosystem, with a working knowledge of AI, agentic systems, and their implications for human + AI experiences.

What Success Looks Like

Success in this role means creating greater clarity, alignment and impact across the Solutions and Builder ecosystem. You will use research, analytics and insight to influence decisions, shape scalable experiences and frameworks as well as enable teams to adopt new ways of working. Your impact will be visible through strong cross-functional collaboration, sustained adoption, behavioural change, reusable approaches and measurable improvements in efficiency and business 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 and be your best, and our AI agents accelerate your impact so you can do 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.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

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.