Job Introduction
Main Responsibilities
Working within the Customer Lifecycle team responsible for Salesforce CRM, you will work collaboratively in cross-functional product teams to champion UX and UI design best practices across all phases of the design and development process. You will be the subject matter expert for UX/UI design within our Salesforce CRM environment, bringing a deep understanding of both user-centred design and the constraints and capabilities of Salesforce - especially the balance between out-of-the-box functionality and customisation. You will help teams across the bank understand the value of design, bringing them along the journey to deliver meaningful changes for both colleagues and customers.
The Role Holder Will
- Be the subject matter expert for UX and UI design specifically for Salesforce CRM, developing and enhancing digital experiences that are user-friendly, visually engaging, and effective within the Salesforce platform.
- Work collaboratively with user research, service design colleagues, business analysts, developers, and product owners as part of digital product teams, ensuring that Salesforce solutions are aligned with real user needs and business goals.
- Plan and facilitate workshops to define and shape requirements, as well as share designs with key stakeholders and in demos.
- Create and deliver key Salesforce UX/UI deliverables such as user journeys, wireframes, page flows, site architecture, navigation models, interactive prototypes, and visual designs—always mindful of Salesforce Lightning Design System, out-of-the-box configuration, and customisation trade-offs.
- Advocate for and utilise out-of-the-box Salesforce features and simple configuration enhancements wherever feasible; only considering customisation where there is clear user or business benefit, and analysing the cost vs. benefit of customisation in all design recommendations.
- Conduct both quantitative and qualitative research, as well as usability testing, to inform Salesforce design decisions and optimise user experiences, while also considering visual hierarchy, accessibility, and clarity in the context of CRM.
- Ensure a balance between functionality and visual appeal in all Salesforce design outputs, contributing to the development of consistent UI elements and CRM design standards that align with both bank and Salesforce best practices.
- Develop and maintain a CRM design system for Salesforce (patterns, UI elements, terminology), ensuring all new features and enhancements are scalable, reusable, and consistent.
- Be an advocate for inclusive research and design practices, ensuring all Salesforce CRM designs comply with accessibility standards and regulatory requirements.
- Collaborate closely with the UX and visual design teams in Group (Sweden) and other stakeholders to establish and standardise Salesforce UX and UI practices.
- Ensure robust governance of design decisions, collaborating with internal control functions to meet all regulatory requirements.
- Operate in line with the Bank’s Risk Management framework and relevant risk and compliance policies, ensuring timely escalation of any concerns to their line manager.
Key Outcomes For The Role Include
- Increased consistency in user experience across all Salesforce CRM features and journeys.
- Clear translation of high-level design concepts into detailed, actionable visual designs, enabling the creation of precise design requirements and acceptance criteria for development.
- Reduced rework and delivery risk by visualising and testing Salesforce designs before build.
- Improved stakeholder alignment, reducing misinterpretation and late-stage change requests.
- Greater adoption and satisfaction among users- colleagues spend less time understanding how the system works and more time on value-added activities.
- Establishment of scalable Salesforce design standards and reusable components, supporting more efficient future enhancements and reducing design debt as Salesforce evolves.
- More predictable delivery, with clearer requirements and fewer delays.
- Optimised balance between user experience and delivery effort, with improvements delivered primarily through out-of-the-box Salesforce features and configuration, and customisation recommended only when there is a clear and measurable benefit.
Ideal Candidate
Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply - so if you are worried you don't meet all the criteria, get in touch anyhow and let us do the worrying…
- Demonstrable experience delivering end-to-end UX and UI design specifically for Salesforce CRM, including out-of-the-box configuration and customisation.
- Relevant experience in banking or another regulated industry in UX design, with substantial experience designing within Salesforce CRM environments and understanding platform constraints.
- Strong knowledge of UX/UI principles, Salesforce Lightning Design System, and platform-specific best practices, with a keen eye for visual design and attention to detail.
- Ability to collaborate with a wide range of stakeholders on Salesforce UX research, strategy, and UI design, ensuring user-centric and visually compelling outcomes.
- A user-centric approach, focused on delivering meaningful end user outcomes through both functional and aesthetic design within Salesforce.
- Expertise in visual design, including a strong understanding of typography, colour, layout, and visual hierarchy - applied to CRM environments.
- Excellent communication and facilitation skills, able to present complex design concepts to a variety of audiences, including non-technical stakeholders.
- Ability to build effective working relationships across all levels of the organisation and globally with stakeholders in different markets.
- A good understanding of success measurement tools and techniques for both UX and UI design in the context of Salesforce CRM.
- Familiarity with agile working methodologies and experience in agile environments.
- Ability to work independently and take initiative.
- Meticulous task management, collaboration, and organisational skills.
Skills And Certifications Required Include
- Salesforce User Experience (UX) Designer Certification
- Google UX Design Professional Certificate
- Proficient in Figma
Company Information
Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products.
We are embarking on an exciting Business Transformation journey. This transformation will significantly enhance our technology system systems, processes and services, bringing evolution to our ways of working. Join us in this transformative journey, where your dedication, adaptability and commitment will play a crucial role in shaping the future of banking for our valued customers.
The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.
Check our
Handelsbanken website for further information
At Handelsbanken, we deeply value our unique culture and values including trust in and respect for each individual. We take pride in nurturing a work environment where people flourish, and where they are empowered to take decisions in their areas of expertise.
Application next steps
Your journey with us begins once you have submitted your application. One of our Handelsbanken recruiters will be reviewing your details and will later organise a phone conversation if you match the role requirements. If there is a mutual fit, we will extend an invitation for you to participate in an interview.
How can we support you to be your best self? Our Talent Acquisition team will be happy to provide support e.g. if you need additional time to prepare for an interview or you have any requirements for any part of the interview/hiring process – just let us know by email
[email protected] .
This advert will be live for a minimum of two weeks. However, please note that after the two weeks, the closing date could change at any time depending on the number of responses received.
