AI & Customer Experience Strategy Director

Job Category

Customer Success

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.

The Business & Experience Strategist role is part of our pre-sales Business Strategy team, dedicated to partnering with our broader Salesforce team to drive clear value with our most strategic customers. We bridge the gap between “what should we build” and “why it matters,” ensuring that every solution we propose is grounded in business value and customer-experience principles. Whether we are reframing a complex problem or setting a long-term vision, we strive to lead our most strategic customers through the digital labor revolution with confidence and clarity.

We are looking for a seasoned strategist to act as a high-level thought leader. In this role, you will define the next generation of engagement by driving Agentic Experience (AX) strategy. You will be the architect of the “why,” partnering with our delivery teams to ensure that the future vision—from autonomous agents to headless ecosystems—is executed with integrity and purpose.

• Define and Articulate compelling Solution Strategies:
  Determine where agents solve customer needs versus where human judgment is required; visualize this future by prototyping everything from high-fidelity interfaces to the backend logic flows and conversational journeys that power the "Agentic" shift.
• Maximize Ecosystem Value & Technical ROI:
  Navigate the Salesforce product landscape (Data Cloud, Agentforce, Core Clouds) to recommend the optimal solution mix that maximizes customer ROI, minimizes technical debt, and leverages Agentic opportunities.
• Align Executive Stakeholders to Business Outcomes:
  Lead high-impact workshops with CEO/VP+ stakeholders to define objectives and build collective confidence; combine customer empathy with business acumen to tie experiential opportunities directly to industry-specific success metrics and business value.
• Drive Experience Recommendations for Adoption & Consumption:
  Design strategic roadmaps with "Day 2" in mind, ensuring the transition from traditional delivery to Agentic logic is built for high user adoption, long-term consumption, and the realization of the initial experience vision.

• 15+ years experience leading multi-disciplinary teams (design, strategy, tech) to bring successful, user-centered products to market.
• Salesforce Ecosystem Knowledge:
  You have an understanding of how Salesforce products and solutions (Data Cloud, AI, and Core Clouds) translate into tangible business value. You know how to architect a vision that maximizes platform value and drives long‑term consumption and adoption.
• AI & Agentic Fluent:
  You are deeply immersed in AI tools and modern ways of working. You don't just talk about AI; it is a core part of your process, and you can vividly "paint the picture" for customers of how autonomous agents will transform their business.
• Executive Orientation:
  You have a proven track record of building trusted relationships with senior executives (CEO/VP+) and influencing priorities across large, matrixed organizations. Mastery of storytelling and presentation skills, with the ability to create clarity out of the chaos of new technology in ambiguous environments.
• Business Value:
  Strong business acumen with advanced knowledge of business model design, strategy, and experimentation/agile processes.

• Compelling Design Communicator:
  You are a master at telling a value-driven story that pulls on simplicity, emotional resonance, and absolute clarity of value. You make the complex…