at Salesforce in Chicago, Illinois, United States
Job Description
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Job CategoryOperations
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.
Our global Customer Support organization is on a journey to reimagine how we serve our customers in an Easy, Expert and Efficient way. This shift requires transformation across people, process, and technology, and our Channel Experience Design team plays a central role in this effort. The Channel Experience manager will be responsible for designing end-to-end customer experiences and driving continuous improvement initiatives in close partnership with our key stakeholders across the business.
Using Experience Design methodologies, this role will work across Salesforce understanding needs, aligning key stakeholders, procuring leadership approvals, and designing improved, frictionless experiences for our customers and internal Support delivery teams. New, and improved experiences will aim to increase automations, reduce clicks, and streamline and scale operations within our system(s) of engagement.
The ideal candidate has experience driving transformational change that leverages new technology, process, and operating models and a proven track record of defining and helping drive cross-functional, organization-wide strategic programs. The successful candidate will be endlessly focused on and passionate about driving innovation and change. The individual will have a high sense of urgency, strong communication skills, and an outstanding history of partnering with a broad cross-functional organization that is laser-focused on delivering to customer needs.
Primary Responsibilities:
Apply Experience Design methodologies and principles to identify and develop transformational experiences that focus on outcomes, improve efficiencies, reduce time to resolution and drive customer satisfaction and innovation for our Education Experience business.
Empathetic and deep listener that elicits requirements via interviews, workshops, surveys and other business analysis techniques and translates them into aspirational experiences
Present findings, recommendations, and aspirational experiences to business stakeholders for alignment
With a customer-centric focus, drives rapid experimentation and hypothesis testing
Navigates difficult conversations, diverse issues and conflicting requirements by facilitating negotiations, and presenting options to design solutions that meet overall business needs.
Can effectively identify, frame, and communicate problems in a way that ensures all parties understand what they are, why they're important, and how we might go about solving them.
Inspires trust and nurtures relationships with stakeholders and business partners across the organization
Capable of leading, creating, and presenting a long-term vision, and with a supporting strategy to achieve it
Translates aspirational experiences into jobs to be done for technical requirements
Designs and effectively communicates customer and user journeys
Partners with business analyst functions to support the delivery of the experience
Participates as a tester in User Acceptance Testing (UAT) activities to ensure desired experience is delivered
Connects experiences with organizational priorities to drive alignment and accelerate innovation
Experience with and strong level of comfort using Google Slides to support executive story telling
Experience with design applications including but not limited to, Google Slides, Figma, Lucid Chart and Miro
Embodies the values of Trust, Customer Success, Innovation, and Equality
Preferred... For full info follow application link.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
