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Job Category

Program & Project Management

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.

Channel Experience Senior Internal Project Analyst

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, processes, and technology, and our Channel Experience Design team plays a central role in this effort. The Channel Experience Senior Internal Project Analyst will support end-to-end customer and internal stakeholder experience design in partnership with key stakeholders.

Using Experience Design methodologies, the Senior Analyst will work across Salesforce to understand needs, align stakeholders, facilitate leadership approvals, and design improved experiences for our customers and internal Support delivery teams. These experiences will aim to drive automation, reduce clicks, and streamline operations within our system(s) of engagement at scale.

The ideal candidate has experience supporting transformational change that leverages new technology, process, and operating models, and a proven track record of driving 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 focused on delivering to customer needs.


Here’s what you’ll be doing:

• Applies Experience Design principles to identify, develop, and deliver transformational experiences that focus on outcomes, improve efficiencies, reduce time to resolution, and drive customer satisfaction and innovation for our Customer Support business.
• Designs and effectively communicates customer and user journeys, including presenting findings, recommendations, and aspirational experiences to business stakeholders for alignment.
• Collaborates with project teams and stakeholders to ensure the successful design of aspirational experience, including translating aspirational experiences into technical/contextual requirements and jobs to be done.
• With a customer-centric focus, supports rapid experimentation and hypothesis testing, and participates as a tester in User Acceptance Testing (UAT) activities to ensure the desired experience is delivered.

Here’s what we’re seeking:

• Fluency in English is required.
• 4+ years supporting and/or delivering complex projects/programs requiring user experience design and change management.
• Handles ambiguity proactively while grounded in user experience design methodologies, tools, and best practices.
• An empathetic, deep listener who elicits requirements via interviews, workshops, surveys, and other business analysis techniques and translates them into aspirational experiences
• Experience using Google Slides to support executive storytelling.
• Experience with design applications including but not limited to, Google Slides, Figma, Lucid Chart, and Miro.
• Expertise in technology transformation and automation.
• Experience in Enterprise SaaS / Cloud companies preferred, but not required.
• Experience Design and Project Management Professional certifications preferred, but not required.

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