PL UX Designer Salesforce

📍 Job Overview

Job Title: PL UX Designer Salesforce

Company: ília

Location: São Paulo, Brazil

Job Type: Full-time

Category: UX/UI Design, Product Operations

Date Posted: June 11, 2026

Experience Level: Mid-Level (2-5 years)

Remote Status: Hybrid (with required on-site visits)

🚀 Role Summary

• Enhance the Salesforce interface for customer service agents, focusing on improving user experience and operational efficiency.

• Conduct in-depth user research, including shadowings, interviews, and usability testing, to identify agent pain points and areas for improvement.

• Develop high-fidelity prototypes and design solutions within Figma, while considering and challenging Salesforce Lightning Design System (SLDS) standards.

• Collaborate closely with Product Managers and Developers to ensure design feasibility, alignment with business KPIs such as Average Handling Time (TMA), and overall product success.

📝 Enhancement Note: This role is specifically focused on the internal user experience of customer service agents within a Salesforce environment. While the title includes "PL" (likely meaning Pleno or Mid-Level), the emphasis on transforming an existing system points towards a strong need for process improvement and system optimization skills, blending traditional UX design with elements of operations. The hybrid nature with required on-site visits to a call center is a critical detail for candidates.

📈 Primary Responsibilities

• Conduct comprehensive user research, including shadowing customer service agents, conducting interviews, and performing usability testing to deeply understand current system usage and identify friction points.

• Design and prototype end-to-end user flows, wireframes, and high-fidelity mockups using Figma, ensuring adherence to and thoughtful evolution of the Salesforce Lightning Design System (SLDS).

• Actively participate in cross-functional squad meetings, working collaboratively with Product Managers and Developers to translate user needs and business objectives into technically feasible and impactful design solutions.

• Develop and maintain Service Blueprints and interaction flow diagrams to clearly map customer service scenarios and touchpoints for internal users.

• Serve as the primary advocate for the internal user (customer service agent) within the product development lifecycle, ensuring their needs and perspectives are central to all design decisions.

• Analyze the impact of design changes on backend systems, data integrity, and response times, demonstrating a strong systems-thinking approach.

• Contribute to the definition and tracking of key performance indicators (KPIs) for the agent interface, with a particular focus on reducing Average Handling Time (TMA).

📝 Enhancement Note: The responsibilities highlight a blend of user-centric design and operational impact. The emphasis on "Service Blueprinting" and "advocating for the internal user" indicates a role that bridges user experience with business process optimization, a common theme in effective Revenue and Sales Operations roles.

🎓 Skills & Qualifications

Education: Bachelor's degree in UX Design, Human-Computer Interaction, Graphic Design, Computer Science, or a related field. Equivalent practical experience will also be considered.

Experience: Minimum of 2-5 years of professional experience as a UX Designer, with a proven track record in designing complex internal platforms or B2B/B2E systems.

Required Skills:

• Proven experience as a UX Designer at a Mid-Level (Pleno) capacity.

• Strong familiarity with the Salesforce ecosystem, particularly its user interface paradigms and the Salesforce Lightning Design System (SLDS).

• Proficiency in Figma and other industry-standard prototyping and design tools.

• Demonstrated ability to create user flows, wireframes, and high-fidelity prototypes.

• Experience conducting user research methodologies such as interviews, shadowings, and usability testing.

• Ability to develop Service Blueprints and interaction flow diagrams.

• Systems thinking capability to understand the impact of UI changes on databases and system performance.

• Excellent communication and presentation skills, with the ability to articulate design decisions, align stakeholders, and defend designs with data.

• Availability for occasional on-site visits to the call center located in the South Zone of São Paulo. Preferred Skills:

• Experience with Call Center specific metrics and operational workflows.

• Basic knowledge of Product Analytics tools (e.g., Amplitude, Mixpanel) for understanding user behavior within the application.

• Familiarity with Agile development methodologies and cross-functional team collaboration.

📝 Enhancement Note: The requirement for Salesforce ecosystem knowledge, specifically SLDS, is a critical differentiator for operations-focused UX roles within companies leveraging this CRM. The "systems thinking" requirement is also paramount for operations roles, emphasizing the need to understand the broader impact of design decisions.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least two detailed case studies demonstrating the transformation of an existing internal system or complex application interface.

• Highlight projects where you applied user research methodologies (shadowing, interviews, usability testing) to identify and address specific user pain points.

• Include examples of high-fidelity prototypes created in Figma, illustrating user flows and interaction designs.

• Present Service Blueprints or interaction flow diagrams that map out complex user journeys within an operational context.

• Demonstrate how your design decisions contributed to achieving specific business KPIs, such as reduced Average Handling Time (TMA), improved efficiency, or enhanced user satisfaction for internal teams. Process Documentation:

• Detail your process for conducting user research, from planning and recruitment to synthesis and reporting of findings.

• Outline your approach to prototyping and iterating on designs based on feedback and technical constraints, particularly within the Salesforce framework.

• Explain how you collaborate with Product Managers and Developers to ensure seamless implementation of designs and alignment with system capabilities.

• Provide examples of how you have advocated for the user within a team setting and influenced product roadmaps based on user insights.

📝 Enhancement Note: For UX roles supporting operations, a portfolio must go beyond aesthetics and demonstrate a deep understanding of process improvement, operational impact, and systems thinking. Case studies that quantify improvements in business metrics are highly valued.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a Mid-Level UX Designer in São Paulo, Brazil, with specialized Salesforce experience, the estimated annual salary range is R$ 80,000 - R$ 120,000. This range accounts for the required experience, specific technical skills, and the hybrid work arrangement.

Benefits:

• Health & Well-being:

  • SulAmérica Health and Dental Plan (extendable to dependents).
  • Flexible Caju benefits card for Meal/Food Voucher.
  • Life Insurance.
  • Flexible Caju benefits card for Home-Office Assistance.
  • Wellhub (Gympass) membership.
  • Sesc access (extendable to dependents).
  • TotalPass membership.
  • Guapeco Pet Health Insurance.

• Professional Development:

  • ília University: Access to over 20,000 courses for personal and professional growth.
  • Language Academy: Opportunities to improve language skills.
  • í-talks and Chapter meetings for knowledge sharing and best practice exchange.

• Unique Perks:

  • Onhappy: Leisure travel benefit.

  • BYOD (Bring Your Own Device): Option to rent your personal laptop for a monthly fee, or use company-provided machines.

  • "Seu Niver, seu bolo!": Birthday celebration.

  • "Seu Networking Vale Prêmio": Employee referral bonus program. Working Hours: 40 hours per week, with flexible working hours. The role is primarily remote, with mandatory on-site presence required at the Call Center in São Paulo on an as-needed basis.

📝 Enhancement Note: The salary estimate is based on mid-level UX designer roles in São Paulo, adjusted upwards for specialized Salesforce and internal systems experience. The comprehensive benefits package, especially the flexible Caju card, BYOD option, and extensive development resources, is a significant draw for operations professionals seeking a well-rounded employee experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, Data, and Design, with a strong focus on Digital Transformation for the Financial, Insurance, and Mobility sectors.

Company Size: Over 450 professionals, indicating a mid-to-large-sized organization with established processes but still retaining a dynamic and innovative culture.

Founded: Over 10 years ago, signifying a mature company with deep industry expertise and a stable track record in digital product development.

Team Structure:

• The UX Designer will be part of a product squad, working closely with Product Managers and Developers.

• The company emphasizes "Chapters" where individuals with similar skills (e.g., UX Designers) can connect across different squads for knowledge sharing and best practice development.

• Collaboration is a key aspect, with a focus on cross-functional integration to drive digital transformation initiatives. Methodology:

• Data-driven decision-making is a core tenet, with a focus on using insights to inform design and product strategies.

• Innovation and creativity are encouraged, fostering an environment where challenging existing standards is welcomed.

• Emphasis on delivering high-quality digital products with a clear focus on business results and user satisfaction.

Company Website: ilia.digital

📝 Enhancement Note: ília's culture appears to be a blend of established expertise and innovative spirit, evidenced by their long tenure, Great Place to Work certification, and focus on continuous learning and employee development. The "Chapters" model is particularly relevant for operations professionals, fostering specialized skill development and knowledge exchange.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Mid-Level (Pleno) UX Designer, responsible for executing design tasks and contributing to strategy within a specific product area. It's a hands-on role with significant user interaction and system-level thinking required.

Reporting Structure: The UX Designer will likely report to a Design Lead or a Product Manager within their assigned product squad. The "Chapter" structure provides an additional layer of peer-based mentorship and development outside the direct reporting line.

Operations Impact: The UX Designer's work directly impacts the efficiency and effectiveness of customer service agents, a critical operational function. By reducing friction and improving the agent interface, the role contributes to key business metrics like Average Handling Time (TMA), customer satisfaction, and agent productivity, thereby influencing overall operational performance and revenue.

Growth Opportunities:

• Specialization: Deepen expertise in Salesforce UX design, internal systems design, and user research within operational contexts.

• Leadership: Progress to Senior UX Designer or Lead UX Designer roles, taking on more complex projects and mentoring junior designers.

• Cross-functional: Transition into Product Management or Operations Strategy roles, leveraging a strong understanding of user needs and system optimization.

• Skill Development: Continuous learning through ília University, Language Academy, and Chapter meetings to acquire new skills in analytics, design thinking, and emerging technologies.

📝 Enhancement Note: The growth path for a UX Designer in an operations-focused role at ília offers opportunities to move into more strategic or leadership positions, leveraging their specialized knowledge of internal systems and operational impact.

🌐 Work Environment

Office Type: Hybrid work model, primarily remote, with mandatory, periodic on-site presence required at the Call Center in the South Zone of São Paulo. This suggests a need for flexibility and adaptability.

Office Location(s): The call center for on-site visits is located in the South Zone of São Paulo, Brazil. Specific details about the main office or remote work infrastructure are not provided, but the company also has a presence in Europe.

Workspace Context:

• Remote Workspace: Candidates are expected to have a functional home office setup, supported by a Home Office Allowance. The BYOD option provides flexibility in equipment choice.

• On-site Collaboration: When required, the workspace will involve direct interaction with customer service agents in their operational environment, allowing for deep immersion in their daily tasks and challenges.

• Team Interaction: While primarily remote, the "Chapters" and "í-talks" provide structured opportunities for virtual collaboration and knowledge sharing with peers and the broader ília team.

Work Schedule: Flexible working hours within a 40-hour work week, allowing operations professionals to manage their time effectively while ensuring project deliverables are met.

📝 Enhancement Note: The hybrid nature, with specific on-site requirements, is a crucial factor for candidates to consider. It indicates a company that values both remote flexibility and the tangible benefits of in-person observation and interaction for deep operational understanding.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and portfolio to assess experience, skills, and alignment with the role requirements, particularly Salesforce and internal systems design experience.

• Technical Interview / Case Study: A practical exercise or in-depth discussion of portfolio projects. Expect to present case studies demonstrating your process, problem-solving skills, and impact on operational KPIs. You may be asked to critique an existing interface or propose solutions for a given scenario.

• Team/Stakeholder Interviews: Discussions with Product Managers, Developers, and potentially other UX designers or operations stakeholders to evaluate collaboration style, communication skills, and cultural fit.

• Final Interview: Typically with a hiring manager or senior leader to discuss overall fit, career aspirations, and compensation.

Portfolio Review Tips:

• Focus on Process: Clearly articulate your design process for each case study, from problem definition and user research to ideation, prototyping, testing, and implementation.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your designs. For this role, highlight improvements in TMA, agent efficiency, or error reduction.

• Salesforce Context: Emphasize any experience with Salesforce, SLDS, or similar complex enterprise systems. Explain how you navigated design constraints within these platforms.

• Internal System Experience: Showcase projects involving B2B or B2E (Business-to-Employee) platforms, demonstrating your understanding of the unique challenges and requirements of internal tool design.

• Visuals & Clarity: Use clear visuals, concise explanations, and well-structured case studies to guide the reviewer through your work.

Challenge Preparation:

• Understand the Business Context: Research ília, their industry focus (finance, insurance, mobility), and the general challenges of customer service operations.

• Salesforce Familiarity: Refresh your knowledge of Salesforce UI principles and the SLDS.

• Operational Metrics: Be prepared to discuss how design impacts operational metrics like TMA, first-call resolution, and agent productivity.

• Problem-Solving Scenarios: Anticipate questions about how you would approach improving a specific aspect of an agent's workflow within Salesforce.

📝 Enhancement Note: The emphasis on "advocating for the internal user" and the "Salesforce ecosystem" suggests interviewers will be keen to understand how candidates balance user needs with technical constraints and business objectives in an operational context.

🛠 Tools & Technology Stack

Primary Tools:

• Salesforce Ecosystem: Deep familiarity with Salesforce is a must, with specific emphasis on the Salesforce Lightning Design System (SLDS) for UI consistency and best practices.

• Figma: Expert-level proficiency for wireframing, prototyping, and high-fidelity design.

• Prototyping Tools: Proficiency in Figma's prototyping features, and potentially other tools if used for specific purposes.

Analytics & Reporting:

• Product Analytics Tools (Preferred): Basic knowledge of tools like Amplitude, Mixpanel, or similar platforms for analyzing user behavior within the application.

• BI Tools (Potential Exposure): While not explicitly required, understanding how data is visualized in BI tools can be beneficial for understanding operational reports.

CRM & Automation:

• Salesforce CRM: The core platform for the agent interface. Understanding its capabilities and limitations is key.

• Service Blueprints/Flow Mapping Tools: Tools used for creating detailed process maps and interaction flows.

📝 Enhancement Note: The explicit mention of Salesforce and SLDS is crucial. For operations roles, understanding how design tools integrate with and are constrained by the underlying CRM and operational systems is paramount.

👥 Team Culture & Values

Operations Values:

• People-Centric: ília's core belief is that "people change the world," reflected in their investment in employees and focus on creating an "AWESOME" experience. This translates to valuing empathy for internal users and fostering a supportive team environment.

• Data-Driven: Decisions are informed by data and insights, emphasizing the need for measurable impact in design and operational improvements.

• Innovation & Creativity: Encouraging new ideas and challenging the status quo, particularly in transforming digital products and user experiences.

• Efficiency & Results: A strong focus on delivering business results, such as reducing TMA, which is directly tied to operational efficiency and client satisfaction.

Collaboration Style:

• Cross-functional Squads: Working closely with Product Managers and Developers in agile teams.

• Chapter Model: Participating in skill-based communities for knowledge sharing and continuous improvement.

• Internal Advocacy: Acting as a strong voice for the internal user within product discussions.

• Open Communication: Encouraging dialogue, feedback exchange, and collaborative problem-solving.

📝 Enhancement Note: The company's values emphasize a blend of human-centric design and business-oriented results, a perfect alignment for operations-focused roles where user experience directly translates into operational efficiency and business outcomes.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with System Constraints: Designing within the established framework of Salesforce and SLDS, while still innovating and addressing agent pain points.

• Driving Adoption of New Designs: Ensuring that new interface designs are effectively adopted and utilized by customer service agents.

• Measuring Impact: Quantifying the direct impact of UX improvements on operational metrics like TMA, especially in a hybrid work environment.

• Navigating Stakeholder Expectations: Aligning diverse needs and priorities among Product Managers, Developers, and operational leadership.

Learning & Development Opportunities:

• Specialized Salesforce UX: Gaining deep expertise in designing within a leading CRM platform.

• Operational Process Optimization: Understanding and improving complex operational workflows through UX interventions.

• Product Analytics Integration: Learning to leverage data analytics to inform design decisions and measure impact.

• Cross-functional Exposure: Opportunity to learn from Product Management and Development teams, potentially leading to broader career paths in operations or product strategy.

📝 Enhancement Note: The challenges presented are typical for operations-focused UX roles, requiring a strategic approach to problem-solving that integrates user advocacy with business objectives and technical realities.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design for a complex internal system with strict technical constraints. How did you balance user needs with system limitations, and what was the outcome?" (Focus on process, problem-solving, and impact).

• "How would you approach understanding the pain points of customer service agents using Salesforce? Walk me through your research methodology." (Highlight user research skills, empathy, and data gathering).

• "Imagine we want to reduce the Average Handling Time (TMA) for our agents. What are some UX-driven strategies you would explore, and how would you measure their success?" (Demonstrate understanding of operational metrics and solution ideation). Company & Culture Questions:

• "What interests you about ília and our focus on digital transformation in the finance and insurance sectors?" (Research company, show genuine interest).

• "How do you see your role as a UX Designer contributing to the operational efficiency of our customer service team?" (Connect UX to business outcomes and operational impact).

• "Describe your experience working in cross-functional teams. How do you ensure effective collaboration and communication?" (Showcase teamwork and communication skills). Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your role, your process, the solutions you designed, and the measurable results.

• Highlight the "Why": Explain the rationale behind your design decisions, especially how they addressed specific user needs or operational goals.

• Demonstrate Salesforce/SLDS Awareness: If applicable, show how you leveraged or adapted SLDS principles, or discuss challenges faced within the Salesforce environment.

• Quantify Impact: Use data (even estimates if exact numbers aren't available) to showcase the positive impact of your design work on key metrics.

• Be Prepared for Deep Dives: Expect questions about specific design choices, user research findings, and technical considerations.

📝 Enhancement Note: Interview preparation should focus on demonstrating a blend of strong UX fundamentals, an understanding of operational contexts, and specific expertise in platforms like Salesforce. Quantifying impact and showcasing a structured problem-solving approach will be key.

📌 Application Steps

To apply for this operations-focused UX Designer position:

• Submit your application through the provided Greenhouse link.

• Customize Your Resume: Tailor your resume to highlight experience with Salesforce, internal systems (B2B/B2E), user research, prototyping (Figma), and any quantifiable improvements in operational efficiency or metrics.

• Curate Your Portfolio: Select 2-3 strong case studies that best showcase your skills in transforming complex interfaces, conducting user research, and delivering measurable results. Ensure your portfolio clearly articulates your process and impact, especially within an operational context.

• Prepare Your Presentation: Practice walking through your portfolio case studies, focusing on storytelling, explaining your rationale, and highlighting the business impact of your designs. Be ready to discuss how you would approach challenges specific to an agent interface within Salesforce.

• Research ília: Understand the company's mission, values, industry focus, and recent work. Familiarize yourself with their approach to digital transformation and employee culture.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.