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Job Category
Operations
Job Details
Our global Education Experience business is on a journey to reimagine how we align internally and how we serve our customers in an Easy, Expert, and Efficient way. This transformation spans people, process, and technology - and our
Education Engagement Experience Design team plays a key role in leading this evolution.
The new hire will be responsible for
supporting the design and continuous improvement of our Success Guide experiences, working closely with cross-functional partners across the Education Experience organization and beyond.
Using Experience Design methodologies, this role will collaborate with stakeholders to understand business needs, document requirements, design improved customer and internal workflows, and help drive implementation in partnership with our operations and technology teams. The goal is to create experiences that reduce friction, increase efficiency, and enable scalable, high-quality delivery across our systems of engagement.
The ideal candidate has strong program management and experience design skills, is detail-oriented, and is comfortable driving initiatives from concept to execution. This individual will be curious, collaborative, and customer-obsessed - passionate about improving processes and experiences that make a meaningful impact for both customers and internal teams.
Primary Responsibilities- Apply Experience Design principles to help identify, design, and document improved end-to-end experiences for customers and internal delivery teams.
- Partner closely with business stakeholders to gather requirements through interviews, workshops, and surveys.
- Translate business needs into experience maps, workflows, and "jobs to be done."
- Support alignment with key stakeholders by presenting findings, recommendations, and proposed experience designs.
- Collaborate with cross-functional teams (operations, technology, program management, and delivery) to support implementation and ensure design intent is achieved.
- Participate in User Acceptance Testing (UAT) and other quality checkpoints to validate experience outcomes.
- Contribute to the development of frameworks, templates, and documentation to support scalable, repeatable design processes.
- Support the design of customer and user journeys that improve time to resolution, drive efficiency, and enhance satisfaction.
- Partner with analysts and technical teams to connect experience design outputs to system and process requirements.
- Contribute to executive storytelling and reporting using Google Slides, Figma, Lucid Chart, and/or Miro.
- Embody the Salesforce values of Trust, Customer Success, Innovation, and Equality in all work.
Preferred Qualifications- 4-6 years of experience in program management, experience design, or process improvement.
- Strong collaboration and communication skills with the ability to work effectively across functions and levels.
- Experience gathering and synthesizing requirements, mapping processes, and designing improved workflows.
- Familiarity with Experience Design or Service Design methodologies.
- Demonstrated ability to manage multiple priorities and navigate ambiguity.
- Experience in SaaS, Cloud, or Enterprise environments preferred but not required.
- Process improvement experience (e.g., Lean, Six Sigma) a plus.
- Salesforce certifications such as ADM 201 a plus.
- Strong presentation skills with the ability to create compelling visual narratives using Google Slides.
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