PL UX Designer Salesforce

📍 Job Overview

Job Title: PL UX Designer Salesforce

Company: ília

Location: São Paulo, Brazil

Job Type: Full-Time

Category: UX Design / Operations Technology

Date Posted: May 21, 2026

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

Remote Status: Hybrid (with occasional on-site requirements)

🚀 Role Summary

• Optimize the Salesforce user interface for internal customer service agents to enhance user experience and operational efficiency.

• Conduct in-depth user research, including shadowing and interviews, to identify pain points and design opportunities within the existing system.

• Develop high-fidelity prototypes and wireframes using Figma, adhering to and challenging Salesforce Lightning Design System (SLDS) standards.

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

📝 Enhancement Note: This role is specifically focused on improving an internal-facing Salesforce application, positioning it within the realm of Operations Technology and internal process optimization, rather than external customer-facing UX. The "PL" designation likely refers to "Pleno" in Portuguese, indicating a mid-level position.

📈 Primary Responsibilities

• Conduct comprehensive user research, including shadowing customer service agents, performing interviews, and executing usability tests to deeply understand current system usage and identify areas for improvement.

• Design and prototype user flows, wireframes, and high-fidelity mockups using Figma, ensuring designs are intuitive, efficient, and align with the Salesforce Lightning Design System (SLDS) while also being open to innovative deviations.

• Partner with Product Managers and Software Developers to translate design concepts into technically viable solutions, ensuring seamless integration and development.

• Create Service Blueprints and detailed interaction flows to visually map customer service scenarios and identify critical touchpoints for optimization.

• Act as the primary advocate for the internal user (customer service agent), ensuring their needs and feedback are central to all product decisions within the squad.

• Analyze and propose design solutions aimed at reducing Average Handling Time (TMA) and other key operational metrics within the customer service function.

• Contribute to the continuous improvement of internal tools and processes by providing data-driven design recommendations.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on internal user advocacy and direct impact on operational efficiency metrics, particularly TMA. This is a key differentiator for operations-focused UX roles.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's degree in Design, Human-Computer Interaction, Psychology, or a related field is typically expected for a Mid-Level UX Designer role. Equivalent practical experience will also be considered.

Experience: A minimum of 2-5 years of professional experience as a UX Designer, with a proven track record in designing complex internal platforms, B2B, or B2E (Business-to-Employee) systems.

Required Skills:

• Proven expertise in UX Design principles and methodologies.

• Hands-on experience with the Salesforce ecosystem, specifically familiarity with the Salesforce Lightning Design System (SLDS).

• Advanced proficiency in Figma for wireframing, prototyping, and high-fidelity design.

• Experience in conducting user research, including shadowing, interviews, and usability testing.

• Ability to create Service Blueprints and detailed user journey maps.

• Strong systems thinking capability to understand the impact of design changes on databases and system performance.

• Excellent communication and stakeholder management skills, with the ability to present data-driven design decisions effectively.

• Demonstrated ability to work collaboratively in a cross-functional team environment with Product Managers and Developers.

Preferred Skills:

• Experience with Call Center specific metrics and operational workflows.

• Basic knowledge of Product Analytics tools for data-driven design insights.

• Familiarity with other design and prototyping tools.

• Understanding of agile development methodologies.

📝 Enhancement Note: The specific mention of Salesforce and SLDS is a critical requirement. The "PL" (Pleno) level suggests 2-5 years of experience, a common benchmark for mid-level roles in Brazil. The hybrid nature with on-site requirements in Barueri is a crucial detail for candidates.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least two detailed case studies demonstrating your UX design process for internal platforms or complex B2B/B2E systems.

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

• Highlight your approach to user research, including methods used and key insights gained.

• Present your contributions to collaborative design processes with Product Managers and Developers.

Process Documentation:

• Detail your methodology for conducting user research, from planning to execution and analysis.

• Illustrate your design process from ideation through to high-fidelity prototyping and handoff to development.

• Explain how you incorporate user feedback and data into iterative design improvements.

• Showcase your ability to map complex service interactions using tools like Service Blueprints.

📝 Enhancement Note: For an operations-focused UX role, a portfolio that clearly articulates the design process, user research methodology, and tangible impact on operational metrics is crucial. Emphasizing internal system design and Salesforce familiarity will be key.

💵 Compensation & Benefits

Salary Range: Based on industry research for Mid-Level UX Designers in São Paulo, Brazil, with specific Salesforce experience and hybrid work arrangements, the estimated salary range is R$ 7,000 - R$ 10,000 per month (gross). This range accounts for the specialized Salesforce skill set and the mid-level experience required.

Benefits:

• Health and Well-being:

  • SulAmérica Health and Dental Plan (extendable to dependents).
  • Flexible Caju benefits card for Food/Meal Vouchers.
  • Life Insurance.
  • Flexible Caju benefits card for Home Office Allowance.
  • Wellhub (formerly Gympass) membership.
  • Sesc access (extendable to dependents).
  • TotalPass membership.

• Development:

  • ília University: Access to over 20,000 courses for personal and professional development.
  • Language Academy: Internal language learning program.
  • i-talks and Chapters: Sessions for sharing practices, studies, and ideas within technical communities.

• Unconventional Benefits:

  • Guapeco Pet Health Plan.

  • Onhappy: Leisure travel benefit.

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

  • Birthday celebration ("Seu Niver, seu bolo!").

  • Referral Bonus Program ("Seu Networking Vale Prêmio"). Working Hours: 40 hours per week with flexible working hours within a remote setup.

📝 Enhancement Note: Salary estimation is based on general market data for UX Designers in São Paulo and adjusted for the specific technical requirements (Salesforce) and experience level. The extensive benefits package is a significant draw and should be highlighted.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, Data, and Design, with a strong focus on Digital Transformation within the Financial, Insurance, and Mobility sectors. The company has over 10 years of experience and operates in Brazil and Europe, serving markets in Latin America, Europe, and North America.

Company Size: Over 450 professionals. This mid-to-large size indicates a structured organization with established processes, offering opportunities for both individual contribution and team collaboration, while still maintaining an innovative and agile environment.

Founded: Over 10 years ago. This longevity suggests stability and a proven track record in the market.

Team Structure:

• The UX Designer will likely be part of a product squad, working closely with Product Managers, Developers, and potentially other UX/UI specialists.

• The Operations Technology team, responsible for internal tools like Salesforce, is expected to be integrated into the broader product development structure.

Methodology:

• Data-driven decision-making and a focus on business results are paramount.

• Emphasis on innovation, creativity, and a passion for technology.

• Commitment to digital transformation and developing high-quality digital products.

• A strong focus on employee development and creating a "Great Place to Work" environment.

Company Website: ilia.digital

📝 Enhancement Note: The company culture is characterized by innovation, a people-centric approach ("pessoas mudam o mundo"), and a strong focus on delivering high-quality digital products. The "Great Place to Work" certification reinforces a positive and engaging work environment.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a "Pleno" (Mid-Level) UX Designer. This implies a level of autonomy in design tasks, the ability to manage projects with moderate complexity, and a growing capacity for influencing design decisions. The focus on internal operations systems means growth can lead to specialization in operational efficiency tools and platforms.

Reporting Structure: Likely reports to a UX Lead, Design Manager, or Product Lead within a product squad. The role emphasizes close collaboration with Product Managers and Developers.

Operations Impact: The UX Designer's work directly impacts the efficiency and effectiveness of the customer service operations team. By improving the Salesforce interface, they will contribute to reduced Average Handling Time (TMA), increased agent productivity, and potentially improved customer satisfaction indirectly. This role offers a clear line of sight to operational improvements.

Growth Opportunities:

• Specialization: Deepen expertise in Salesforce ecosystem design, internal tool optimization, and operational efficiency UX.

• Leadership: Potential to move into Senior UX Designer roles, lead design initiatives for specific product areas, or mentor junior designers.

• Skill Development: Leverage ília University and Language Academy for continuous learning in design, technology, and soft skills.

• Cross-functional Exposure: Gain experience in different industry verticals (financial, insurance, mobility) and potentially contribute to international projects.

📝 Enhancement Note: The growth path for this role is tied to improving operational efficiency through UX. Opportunities exist to become a subject matter expert in internal systems and drive significant impact on core business processes.

🌐 Work Environment

Office Type: Hybrid work model, with the primary work being remote. However, there is a requirement for occasional on-site presence at the Call Center in Barueri, SP. This suggests a need for flexibility and willingness to travel to specific locations for in-person research and collaboration.

Office Location(s): While the role is primarily remote, the on-site requirement is for the Call Center located in Barueri, SP. The company also has a presence in São Paulo, BR, which may be relevant for broader company activities or team gatherings.

Workspace Context:

• The remote aspect offers flexibility, supported by a Home Office Allowance.

• The requirement for on-site visits implies opportunities for direct observation of the user environment and in-person collaboration with the customer service team.

• Access to company resources like ília University and internal knowledge-sharing sessions (i-talks, Chapters) fosters a collaborative and learning-oriented environment.

• The BYOD option allows for personalization of the work setup.

Work Schedule: 40 hours per week with flexible working hours. This allows operations professionals to balance deep work, research activities, and collaborative sessions effectively.

📝 Enhancement Note: The hybrid nature of this role is a key factor. Candidates must be comfortable with remote work but also prepared for occasional travel to Barueri for essential on-site user research and validation.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of resume and portfolio to assess qualifications, experience with Salesforce, and design skills.

• Technical Interview: Discussion focused on UX design process, problem-solving skills, and specific experience with internal systems and Salesforce. Expect questions about your approach to user research, prototyping, and collaboration.

• Portfolio Presentation: A dedicated session where you will present 1-2 detailed case studies from your portfolio. Focus on how you identified a problem, your design process, solutions, and the impact achieved (quantified if possible).

• Team/Cultural Fit Interview: Conversation with potential team members (Product Managers, Developers) to assess collaboration style, communication skills, and alignment with ília's culture.

• Final Interview: May involve a senior leader to discuss overall fit and strategic understanding.

Portfolio Review Tips:

• Focus on Impact: Clearly articulate the business problem you were solving and the measurable outcomes of your design solutions, especially performance metrics like TMA.

• Showcase Process: Detail your UX process, including user research methods, ideation, wireframing, prototyping (Figma), and iteration.

• Salesforce Relevance: If possible, include projects that demonstrate understanding of enterprise platforms or complex internal tools, highlighting any Salesforce or SLDS experience.

• Storytelling: Present your case studies as narratives that explain the context, your role, the challenges, your solutions, and the results.

• Visual Clarity: Ensure your portfolio is well-organized, visually appealing, and easy to navigate.

Challenge Preparation:

• Be prepared for a potential design challenge, which might involve analyzing a specific user flow or proposing solutions for a defined problem within a Salesforce context.

• Practice articulating your design decisions clearly and concisely, justifying them with user insights and business goals.

• Prepare to discuss how you would approach understanding the specific pain points of customer service agents in a call center environment.

📝 Enhancement Note: The emphasis on a portfolio presentation and potential design challenge indicates a strong focus on practical skills and process demonstration. Highlighting experience with internal systems and Salesforce will be paramount.

🛠 Tools & Technology Stack

Primary Tools:

• Salesforce: Deep familiarity with the Salesforce platform, including the Salesforce Lightning Design System (SLDS), is essential. Understanding its capabilities and limitations for internal applications is key.

• Figma: Advanced proficiency is required for wireframing, prototyping, and high-fidelity design.

• Prototyping Tools: Beyond Figma, experience with other prototyping tools may be beneficial.

Analytics & Reporting:

• Product Analytics Tools: Basic knowledge is a plus, enabling data-driven design decisions and impact measurement. Examples could include Mixpanel, Amplitude, or internal BI tools.

• BI Tools: Familiarity with tools used for reporting on operational metrics like TMA would be advantageous.

CRM & Automation:

• Salesforce: As the core CRM and operational platform for agents, deep understanding is critical.

• Workflow Design: Ability to design efficient workflows within Salesforce or related systems.

📝 Enhancement Note: Salesforce and Figma are the core technology requirements. Proficiency in these tools, especially in the context of internal applications and SLDS, is non-negotiable.

👥 Team Culture & Values

Operations Values:

• People-Centricity: A strong belief that "pessoas mudam o mundo," emphasizing investment in employees and creating an "awesome" experience for everyone.

• Innovation & Creativity: A passion for technology and a drive to develop creative, high-quality digital products.

• Data-Driven Approach: Decisions are informed by data and focused on achieving measurable business results and KPIs.

• Efficiency & Agility: Commitment to digital transformation and improving operational processes to deliver value.

• Collaboration: Strong emphasis on teamwork and working "lado a lado" with colleagues.

Collaboration Style:

• Cross-functional Integration: UX Designers work directly with Product Managers and Developers, fostering a highly collaborative environment within product squads.

• User Advocacy: The role requires actively championing the needs of the internal user (customer service agent) in all design discussions.

• Knowledge Sharing: Encouraged through internal initiatives like i-talks and Chapters, promoting continuous learning and best practice exchange.

📝 Enhancement Note: The company culture values both employee well-being and high performance, driven by innovation and data. The collaborative style is essential for success in this role, particularly bridging the gap between user needs and technical implementation within Salesforce.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Salesforce Constraints: Designing within the often-rigid framework of Salesforce and SLDS while still aiming for optimal user experience can be challenging. Requires creative problem-solving to push boundaries effectively.

• Internal User Empathy: Deeply understanding the daily pressures and specific needs of customer service agents in a high-volume call center environment requires dedicated effort and effective research.

• Balancing User Needs with Technical Feasibility: Ensuring designs are not only user-friendly but also technically achievable within the Salesforce platform and development timelines.

• Measuring Impact: Quantifying the impact of UX improvements on operational metrics like TMA can require close collaboration with data analysts and operations teams.

Learning & Development Opportunities:

• Salesforce Ecosystem Expertise: Become a subject matter expert in designing for Salesforce internal applications.

• Operational UX Specialization: Develop a deep understanding of UX for operational efficiency and internal tools.

• Cross-Industry Experience: Gain exposure to diverse business challenges in financial, insurance, and mobility sectors.

• Continuous Learning: Utilize ília University, Language Academy, and internal knowledge-sharing sessions to continuously upskill.

📝 Enhancement Note: The primary challenge lies in optimizing a complex enterprise system like Salesforce for internal users, demanding a blend of design expertise, technical understanding, and strong empathy for the operational context.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design for a platform with significant design system constraints (like Salesforce SLDS). How did you balance adherence with user needs?"

• "How would you approach understanding the primary pain points of a customer service agent working in a call center environment using Salesforce?"

• "Walk me through a project where your UX design directly led to a measurable improvement in operational efficiency (e.g., reduced handling time, increased productivity)."

Company & Culture Questions:

• "What interests you about ília's focus on digital transformation and the specific industries we serve?"

• "How do you see yourself contributing to our 'awesome people make awesome deliveries' culture?"

Portfolio Presentation Strategy:

• Structure: Present 1-2 detailed case studies. For each, clearly define the problem, your role, the research conducted, design iterations, final solution, and quantifiable results.

• Focus on Process: Emphasize your thought process and how you arrived at your design decisions, especially in relation to user needs and business objectives.

• Salesforce Context: If applicable, highlight any experience with Salesforce or similar enterprise systems, discussing how you navigated those specific environments.

• Metrics: Be prepared to discuss how you measured success and demonstrate the impact of your work using data (e.g., TMA reduction, efficiency gains).

📝 Enhancement Note: Interview preparation should focus on demonstrating a strong UX process, the ability to work within enterprise system constraints (Salesforce), and a clear understanding of how design impacts operational efficiency.

📌 Application Steps

To apply for this operations-focused UX Designer position:

• Submit your application through the ília careers portal via the provided Greenhouse link.

• Tailor Your Resume: Highlight your experience with Salesforce, internal platform design, B2B/B2E systems, Figma, and user research methodologies. Quantify achievements wherever possible, especially related to efficiency or user experience improvements.

• Curate Your Portfolio: Ensure your portfolio prominently features case studies demonstrating your UX process for complex systems. Prioritize projects that showcase your ability to work with design systems like SLDS and your understanding of operational impact.

• Prepare Your Presentation: Practice presenting your portfolio case studies, focusing on clear storytelling, detailing your process, and articulating the measurable impact of your design solutions. Be ready to discuss your approach to user research within an operational context.

• Research ília: Understand the company's mission, values, and the industries they serve. Familiarize yourself with their "Great Place to Work" culture and their commitment to digital transformation.

⚠️ 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.