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
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.
Want more jobs like this?
Get jobs delivered to your inbox every week.
As part of the Professional Services Business Strategy Team, the Experience Strategist Director will lead passionate, impactful, collaborative teams focused on delivering sophisticated, transformative strategy engagements. Partnering and collaborating directly with C-level customers, you will craft innovative, industry-specific, and experience-led strategies which clearly define the vision, program success metrics, and an executable roadmap which achieves desired business outcomes. Working with our key industry customers, partners, and technical delivery leaders, you will drive scale, speed to value, and a sustained landscape for future success. The ideal candidate will bring technology-enabled, large-scale Business Transformation experience and knowledge across industries such as Technology, Media, Telecommunications, Travel, Transportation and/or Hospitality, and provide industry trends, demonstrating this credibility as a strategic advisor to our external and internal partners.
The Experience Strategist is responsible for answering the question, "What should we build?" and "Why it matters". You'll go from problem framing and collecting information to setting a vision and solution and ensuring this continues as our relationship continues with our customers. You'll bring thought leadership, set standards for quality, and define metrics for success. You'll lead executive partners, build collective confidence around decisions, develop ideas, and collaborate across functions to realize opportunities for our most strategic customers.
Experience Strategists' skills and experiences bridge multiple disciplines required for successful strategic, design, and delivery work. They can leverage a team's capabilities, fill in gaps, and know when to call in a guide. They focus on gathering the right amount of inputs across a broad spectrum to drive an experience strategy that answers the questions around where and what the future vision should be - focusing more on 'why' and enabling and partnering with our UX design teams to focus on 'how'. Critical to the role is the capacity to think strategically about industry, business, product, and technical challenges as you drive customer efficiencies, cost savings, and quick innovation available on the Salesforce platform. You will possess strong facilitation and synthesis skills, with the ability to align diverse customers on a common path forward, ensuring Business and IT executives adopt joint ownership for results.
Responsibilities
- Help organizations understand the value of design and foster a culture of innovation, ideation and an experience-led approach
- Help position and sell large-enterprise Salesforce Professional Services consulting engagements to customers, working cross-functionally within Salesforce to define the program scope, team, value narrative, and pitch
- Apply a variety of lens to analyzing, synthesizing, and implementing an Experience Strategy. Those could be: Brand, Content, Business, Product, Design, Change, etc.
- Conduct assessments and facilitate workshops to gain alignment with leaders on a future-state vision, including business objectives, capabilities, value drivers, success metrics and milestones, and technology priorities
- Perform and distill customer, industry and end-user research to identify key stakeholder needs, customer expectations and experience-led business opportunities
- Identify levers for business impact and optimally connect those to experience recommendations
- Craft innovative, forward-looking industry strategies which demonstrate the power of the Salesforce platform and transform sophisticated, global companies to gain competitive advantage and growth in their markets
- Develop multi-year, strategic roadmaps for immediate delivery that prioritize investments and support business objectives
- Help leaders adopt new digital operating models, governance strategies and a customer- and user-centric attitude and approach to decision-making
- Uncover future Sales opportunities to drive incremental customer value
- Analyze opportunities and improvement data to articulate the strategic, operational and financial impact our platform and professional services delivered to the customer
- Develop strategic business cases to project the value of strategy, the case for change and the implications of change for the organization
- Co-lead architecture sessions with internal team passionate about industry specific business processes, which can include entire funnel from content creation, to distribution and licensing, and consumer lifecycle experience
- Contribute to the development of an Industry Strategy proficiency within Salesforce Professional Services, share best practices, advise and collaborate with peers
Requirements
- 10-15+ years consulting in enterprise-level technology transformation programs at Fortune 500 companies
- Proven ability to create, implement, and sustain a rapid-scaling Experience Strategy amidst multiple competing priorities
- Use Design Thinking Methods to define, align and deliver Business Strategy
- Be the motivator for change between technology, people, and business / brands
- Strong business insight with knowledge of strategy, business model design, design thinking, and experimentation/agile processes
- Ability to develop Industry POVs for industries that include identifying market trends, responses & solution offerings
- Ability to analyze and synthesize sophisticated information, working in situations where data may be absent or ambiguous and creative approaches are required
- Strong executive presence and presentation / facilitation skills, comfortable collaborating with and pitch to C-suite executives, including poised, confident objection-handling abilities
- Creative, high-energy, entrepreneurial self-starter comfortable running initiatives and programs independently within a "start up-paced" technology company
- Thrive working collaboratively and cross-functionally, particularly with Sales, Engagement Delivery Leaders, Solution and Technical Architects, Designers and External Partners
- Salesforce product knowledge and solution design
- Occasional travel (average of 30%), variable
- Degree or equivalent proven experience required. Experience will be evaluated based on the strengths you'll need for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
Our Investment In You
- World-class enablement and on-demand training - check out trailhead.com for a sneak peek!
- Exposure to executive thought leaders with a passion for living our values
- Clear path to promotion with accelerated leadership development programs
- Weekly 1:1 coaching with your leadership
- Fast Ramp mentorship program
- Week-long product bootcamp
- Sandler Sales Training
Volunteer Opportunities
Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back have helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World's Most Innovative Companies, according to Forbes, we are #1 in PEOPLE's Top 15 Companies that Care, and are on Fortune's Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.
We have a public-facing website that explains our various benefits for:
- Health benefits
- Financial benefits and perks
- Time off and leave policies
- Parental benefits
- Perks and discounts
Visit salesforcebenefits.com for the full breakdown
*LI-Y
Accommodations
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.
Salesforce welcomes all.
For New York-based roles, the base salary hiring range for this position is $200,300 to $290,500.
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.