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 Design, Salesforce Operations

Date Posted: June 18, 2026

Experience Level: Mid-Level (Pleno)

Remote Status: Hybrid (with on-site requirements)

🚀 Role Summary

• This role is crucial for enhancing the internal user experience of customer service agents by optimizing their Salesforce interface, directly impacting operational efficiency and agent productivity.

• The UX Designer will be responsible for a deep dive into the operational workflows of the customer service team, identifying pain points and designing intuitive solutions.

• A key aspect of this position involves creating and iterating on user flows, wireframes, and high-fidelity prototypes, leveraging Figma and adhering to Salesforce Lightning Design System (SLDS) standards.

• This role requires close collaboration with Product Managers and Developers to ensure design feasibility, alignment with business KPIs (e.g., Average Handling Time - TMA reduction), and a holistic understanding of system impacts.

📝 Enhancement Note: While titled "PL UX Designer Salesforce," this role functions within a "Revenue Operations" or "Sales Operations" adjacent capacity by focusing on optimizing the tools used by customer-facing teams to improve efficiency and effectiveness. The emphasis on Salesforce and internal tool optimization for operational efficiency aligns it with GTM operations functions. The hybrid nature implies a need for on-site presence at the Barueri Call Center, which is a critical detail for operations candidates.

📈 Primary Responsibilities

• Conduct in-depth user research, including shadowing customer service agents, conducting interviews, and performing usability testing to thoroughly understand current system usage and identify operational challenges.

• Design and create user flows, wireframes, and high-fidelity prototypes using Figma, ensuring adherence to or strategic enhancement of the Salesforce Lightning Design System (SLDS) guidelines.

• Foster strong collaborative relationships with Product Managers and Developers, ensuring seamless integration of design solutions into the Salesforce platform and contributing to the achievement of key business objectives.

• Develop comprehensive Service Blueprints and interaction flow maps to visualize and optimize customer service scenarios and agent journeys within the Salesforce environment.

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

• Analyze and interpret data related to agent performance and system usage to inform design decisions and measure the impact of implemented solutions, with a focus on metrics like Average Handling Time (TMA).

• Contribute to the continuous improvement of the Salesforce platform by identifying opportunities for workflow automation, process simplification, and enhanced user interface design.

📝 Enhancement Note: The responsibilities clearly indicate a focus on internal tool optimization within a Salesforce ecosystem, directly impacting operational efficiency. The mention of TMA (Tempo Médio de Atendimento) highlights a direct link to operational KPIs, common in customer service operations. The requirement to "advocate for the internal user" emphasizes a user-centric approach within an operational context.

🎓 Skills & Qualifications

Education:

• While no specific degree is mandated, a strong portfolio demonstrating proficiency in UX design principles and practical application within complex systems is paramount. Equivalent practical experience will be considered. Experience:

• Proven experience as a UX Designer at the Mid-Level (Pleno) or equivalent, with a track record of successfully designing and delivering impactful user experiences.

• Substantial experience in designing internal platforms, complex back-office systems, or B2B/B2E applications is essential. Required Skills:

• Salesforce Ecosystem Familiarity: In-depth knowledge of the Salesforce platform and a strong understanding of the Salesforce Lightning Design System (SLDS) are critical for designing within this environment.

• UX Design Proficiency: Expertise in user research methodologies (shadowing, interviews, usability testing), information architecture, wireframing, prototyping, and user flow mapping.

• Figma Mastery: Advanced proficiency in Figma for creating wireframes, interactive prototypes, and high-fidelity designs.

• Systemic Thinking: Ability to comprehend how UI changes impact underlying databases, system performance, and overall operational workflows.

• Data-Driven Design: Experience in using data and analytics to inform design decisions and measure outcomes, particularly in relation to operational KPIs.

• Communication & Collaboration: Excellent verbal and written communication skills for conducting workshops, aligning stakeholder expectations, and articulating design rationale based on data and user insights.

Preferred Skills:

• Call Center Metrics Experience: Familiarity with key performance indicators (KPIs) relevant to call center operations, such as Average Handling Time (TMA), First Call Resolution (FCR), and customer satisfaction scores.

• Product Analytics Tools: Basic knowledge or experience with product analytics platforms (e.g., Google Analytics, Mixpanel, Amplitude) to track user behavior and measure design impact.

• Service Blueprinting: Experience in creating detailed Service Blueprints to map complex service interactions and identify areas for operational improvement.

📝 Enhancement Note: The emphasis on Salesforce and SLDS is a critical differentiator. The requirement for experience with internal platforms (B2B/B2E) and systemic thinking points towards a role focused on operational efficiency rather than external-facing consumer products. Preferred skills in Call Center Metrics and Product Analytics further solidify the operations-centric nature of this UX role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies on Internal Systems: Showcase at least 2-3 detailed case studies focusing on the design of internal platforms, complex B2B/B2E applications, or significant UI improvements to existing enterprise systems.

• Salesforce Integration Examples: If possible, include examples demonstrating an understanding of Salesforce's capabilities or constraints, even if not directly designing within Salesforce. Highlight how you adapted designs to platform standards or proposed improvements.

• Process Optimization Focus: Clearly articulate the operational problem addressed, the user research conducted, the design process followed, and the measurable business impact achieved (e.g., reduction in task completion time, decrease in errors, increased agent efficiency).

• Figma and Prototyping Demos: Provide interactive prototypes created in Figma that demonstrate complex user flows and intuitive navigation.

Process Documentation:

• User Research & Analysis: Document your approach to user research, including methodologies used, participant recruitment, and how insights were synthesized to inform design decisions.

• Design Workflow: Illustrate your end-to-end design process, from ideation and wireframing to high-fidelity prototyping and collaboration with development teams.

• Impact Measurement: Clearly define the KPIs you aimed to influence and how you measured the success of your design solutions, including any A/B testing or post-launch analysis.

📝 Enhancement Note: For operations-focused roles like this, a portfolio needs to demonstrate practical problem-solving capabilities within enterprise systems. Emphasis on process optimization, measurable impact, and understanding of system constraints (like Salesforce) is crucial. The inclusion of Service Blueprints and user research documentation is highly valued.

💵 Compensation & Benefits

Salary Range:

• Based on the mid-level (Pleno) experience requirement, Salesforce ecosystem knowledge, and the São Paulo, Brazil location, a competitive salary range for a UX Designer in this context would typically fall between R$ 7,000 and R$ 10,000 per month. This estimate considers industry standards, cost of living in São Paulo, and the specialized nature of the role. Benefits:

• Health & Wellness:

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

• Professional Development:

  • ília University: Access to over 20,000 courses for personal and professional growth.
  • Language Academy: In-house language learning program.
  • í-talks and Chapter Meetings: Internal knowledge sharing sessions and skill-based community gatherings.

• Unconventional Benefits:

  • PET Health Plan (Guapeco)

  • Travel Benefit (Onhappy) for leisure trips

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

  • Birthday Cake ("Seu Niver, seu bolo!")

  • Referral Program: Rewards for successful employee referrals. Working Hours:

• 40 hours per week.

• Flexible working hours, with the role being primarily remote.

📝 Enhancement Note: The salary range is an estimate based on typical mid-level UX Designer compensation in São Paulo, Brazil, factoring in the specialized Salesforce requirement. The extensive list of benefits, especially those related to development and unconventional perks, suggests a company culture that invests heavily in employee well-being and growth, which is attractive to operations professionals seeking a supportive environment. The flexible hours are a significant plus for operations roles that often require deep focus.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, Data, and Design Consulting, specializing in Digital Transformation for Financial Services, Insurance, and Mobility sectors.

Company Size: Over 450 professionals.

Founded: Over 10 years ago.

Team Structure:

• The UX Designer will be part of a squad, likely composed of Product Managers, Developers, and potentially other designers or QA analysts, working collaboratively on specific product features or areas.

• The role reports within a product or design team structure, with opportunities for cross-functional collaboration across different business units and operational departments.

• The company emphasizes a "people-centric" approach, believing that "awesome people make awesome deliveries," fostering an environment of innovation, creativity, and passion for technology. Methodology:

• Data-Driven Decision Making: ília leverages data analysis to drive insights and inform strategic decisions across its projects and internal operations.

• Agile & Collaborative Workflows: The company likely employs agile methodologies, promoting close teamwork, iterative development, and continuous feedback loops.

• User-Centric Design: A core principle is focusing on user needs, whether internal (agents) or external (customers), to create high-quality, results-oriented digital products.

Company Website: https://ilia.digital/

📝 Enhancement Note: The company's focus on digital transformation and its significant size (450+ professionals) suggest a mature organization with established processes, but also one that values innovation. The "people-centric" culture and "Great Place to Work" certification indicate a positive work environment, which is important for operations professionals seeking stability and a good team dynamic. The mention of "awesome people make awesome deliveries" reinforces a culture of high performance and quality.

📈 Career & Growth Analysis

Operations Career Level: This role is a Mid-Level (Pleno) UX Designer position. It signifies a point where individuals have moved beyond foundational design tasks and are expected to take ownership of projects, contribute significantly to design strategy, and mentor junior team members. For operations alignment, this level means the individual can independently drive process improvements through design.

Reporting Structure: The UX Designer will likely report to a Design Lead, Head of Product, or a Senior Product Manager within a specific squad or product area. Collaboration is expected with Product Managers and Developers on a daily basis.

Operations Impact: The primary impact of this role is on the efficiency and effectiveness of the customer service operation. By improving the Salesforce interface, the UX Designer directly contributes to reducing agent training time, minimizing errors, decreasing Average Handling Time (TMA), and ultimately improving the overall customer experience. This role bridges the gap between user needs, system capabilities, and business objectives within an operational context.

Growth Opportunities:

• Specialization: Deepen expertise in Salesforce UX, internal tool design, or specific industry verticals (finance, insurance, mobility).

• Leadership: Progress to Senior UX Designer, Lead UX Designer, or Product Design Manager roles, taking on more strategic responsibilities and managing design teams.

• Cross-Functional Roles: Transition into Product Management, UX Research Lead, or even operational strategy roles by leveraging a deep understanding of user workflows and system impacts.

• Continuous Learning: Utilize ília University and Language Academy resources, along with company-sponsored training and conferences, to expand skill sets in areas like advanced analytics, AI in UX, or specific Salesforce functionalities.

📝 Enhancement Note: This role offers a clear path for growth within UX and potentially into operational strategy roles, given its direct impact on core business operations. The emphasis on Salesforce expertise can be a significant career accelerator in the GTM/Ops tech space.

🌐 Work Environment

Office Type: Hybrid. While the role is primarily remote, there is a requirement for occasional on-site visits to the Call Center located in Barueri, SP, for shadowing and user research. This indicates a blended work model that balances flexibility with the necessity of in-person interaction for certain critical tasks.

Office Location(s):

• Primary work location: Remote.

• On-site requirement: Call Center in Barueri, SP. Workspace Context:

• Collaborative Environment: The hybrid model supports flexibility, but the on-site requirement in Barueri suggests an environment where direct observation and interaction with the operational team are valued for effective UX design.

• Tools & Technology: Access to necessary design tools (Figma) and collaboration platforms will be provided or expected. The role involves working with the Salesforce platform, which is a core operational technology.

• Team Interaction: Opportunities for both remote collaboration (via digital tools) and in-person interaction during visits to the Barueri facility. Regular team sync-ups and chapter meetings foster a sense of community.

Work Schedule:

• Flexible 40-hour work week. This flexibility is beneficial for operations professionals who may need to dedicate focused blocks of time to deep work, analysis, or creative problem-solving.

📝 Enhancement Note: The hybrid nature with specific on-site requirements is a crucial detail for operations candidates. It signals a practical, hands-on approach to UX design that values understanding the "real-world" operational context. The flexibility in working hours is a strong positive for roles that require deep concentration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess basic qualifications and experience.

• Technical Interview (Design Challenge): This may involve a take-home assignment or a live design exercise focusing on a specific problem related to the Salesforce interface or agent workflow. Expect to demonstrate your problem-solving process, design rationale, and proficiency with tools like Figma.

• Portfolio Presentation: A session where you walk through selected case studies from your portfolio, explaining your process, challenges, and the impact of your work. Be prepared to discuss your approach to user research, ideation, prototyping, and collaboration.

• Behavioral & Cultural Fit Interview: Questions designed to assess your communication skills, teamwork ability, problem-solving approach, and alignment with ília's values and culture. You may meet with potential team members, including Product Managers and Developers.

• Hiring Manager/Final Interview: A final discussion to confirm fit and answer any remaining questions.

Portfolio Review Tips:

• Focus on Impact: Prioritize case studies that demonstrate tangible business outcomes, especially those related to efficiency gains, cost reduction (e.g., TMA reduction), or improved user productivity within enterprise systems.

• Showcase Process: Clearly articulate your end-to-end UX process, from problem definition and user research to solution design and iteration. Use visuals like journey maps, wireframes, and prototypes to illustrate your thinking.

• Highlight Salesforce Context: If you have Salesforce experience, emphasize it. If not, explain how you would approach designing within its constraints and leverage the SLDS.

• Data-Driven Rationale: Be prepared to discuss how you used data (qualitative and quantitative) to inform your design decisions and how you would measure success in this role.

• Tailor to the Role: Select case studies that best align with the requirements of designing internal tools and optimizing operational workflows.

Challenge Preparation:

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

• Salesforce & SLDS: Familiarize yourself with Salesforce Lightning Design System principles and common UI patterns.

• Problem-Solving Framework: Be ready to apply a structured approach to problem-solving, clearly defining the problem, exploring solutions, and justifying your recommendations.

• Efficiency Metrics: Understand key operational metrics like TMA and consider how design can influence them.

📝 Enhancement Note: The interview process emphasis on a design challenge and portfolio presentation is standard for UX roles. For this specific position, preparation should include a deep dive into Salesforce capabilities and constraints, as well as an understanding of call center operational metrics.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Essential for wireframing, prototyping, and high-fidelity design. Mastery is required.

• Salesforce Ecosystem: Deep familiarity with Salesforce, particularly the Lightning Design System (SLDS), is a core requirement. Understanding its capabilities and limitations for UI design is critical.

• Prototyping Tools: Proficiency in Figma's prototyping features or other industry-standard tools for creating interactive user flows.

Analytics & Reporting:

• Product Analytics Tools: Preferred knowledge of platforms like Google Analytics, Mixpanel, or Amplitude for tracking user behavior and measuring design impact.

• Internal Performance Dashboards: Experience interpreting data from internal reporting systems that track operational KPIs (e.g., TMA, agent performance).

CRM & Automation:

• Salesforce CRM: The primary platform the UX Designer will be working with and optimizing.

• Process Mapping Tools: Tools for creating Service Blueprints and user journey maps (e.g., Lucidchart, Miro, or Figma plugins).

📝 Enhancement Note: The explicit mention of Figma and Salesforce/SLDS makes this section very specific. Proficiency in these tools is non-negotiable. Familiarity with product analytics and process mapping tools will enhance a candidate's ability to contribute effectively to operational improvements.

👥 Team Culture & Values

Operations Values:

• People-Centric: A strong belief that investing in people leads to better outcomes ("awesome people make awesome deliveries"). This translates to valuing employee well-being and development.

• Innovation & Creativity: Encouragement to explore new ideas and approaches in technology, data, and design.

• Data-Driven: Decisions are informed by data analysis, promoting a culture of measurement and continuous improvement.

• Collaboration: Working closely across teams and disciplines to achieve shared goals.

• Results-Oriented: Focus on delivering high-quality digital products that drive business results.

Collaboration Style:

• Cross-Functional Synergy: Emphasis on seamless collaboration between design, product management, and development teams within agile squads.

• Open Communication: Encouraged to share ideas, provide feedback, and engage in discussions to refine solutions.

• User Advocacy: A collective understanding that advocating for user needs (both internal and external) is paramount to product success.

• Continuous Learning: A culture that supports ongoing skill development and knowledge sharing through internal programs and communities.

📝 Enhancement Note: The company's values highlight a supportive and growth-oriented environment. For operations roles, the emphasis on data-driven decision-making, collaboration, and results orientation are key indicators of a productive and impactful work culture.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Platform Constraints: Designing effective solutions within the established framework and limitations of Salesforce can be challenging.

• Bridging the Gap Between Design and Development: Ensuring that complex designs are technically feasible and accurately implemented by the development team requires strong communication and technical understanding.

• Measuring Impact in an Operational Context: Quantifying the exact impact of design changes on operational KPIs like TMA requires robust data tracking and analysis capabilities.

• Adapting to Evolving Salesforce Features: Staying current with Salesforce updates and new design system features to leverage them effectively.

Learning & Development Opportunities:

• Salesforce Expertise: Opportunity to become a recognized expert in Salesforce UX design, a highly sought-after skill.

• Operational Process Improvement: Gain deep insights into customer service operations and contribute directly to efficiency gains.

• Industry Exposure: Work with leading companies in the financial, insurance, and mobility sectors.

• Formal Training: Access to ília University's extensive course catalog and specialized training programs.

• Mentorship & Community: Participate in í-talks and Chapter meetings to learn from peers and experts.

📝 Enhancement Note: The challenges are typical for enterprise-level UX design but are amplified by the Salesforce context. The growth opportunities are significant, particularly in developing specialized skills in enterprise UX and operational efficiency.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design within the constraints of an existing enterprise platform like Salesforce. How did you approach it, and what was the outcome?" (Focus on problem-solving, adaptability, and understanding platform limitations).

• "How would you approach understanding the 'pains' of a customer service agent using Salesforce, and what methods would you employ to gather this information?" (Highlight user research methodologies, shadowing, and empathy).

• "Imagine you need to reduce the Average Handling Time (TMA) for a specific agent task in Salesforce through UX design. Walk us through your process, including potential design solutions and how you'd measure success." (Demonstrate a structured approach to problem-solving, KPI awareness, and data-driven design). Company & Culture Questions:

• "Why are you interested in working at ília, and what attracts you to our focus on digital transformation in these specific sectors?" (Show research on the company and its mission).

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

• "Describe a situation where you had to advocate for a user's needs against conflicting business priorities. How did you handle it?" (Assess communication, negotiation, and user advocacy). Portfolio Presentation Strategy:

• Tell a Story: For each case study, frame it as a narrative: the problem, your role, the process you followed, the solutions you designed, and the measurable impact.

• Quantify Impact: Whenever possible, use metrics to demonstrate the success of your designs. If exact numbers aren't available, explain the intended impact and how you would measure it.

• Show, Don't Just Tell: Use visuals of your wireframes, prototypes, and final designs to illustrate your thinking and design skills.

• Be Prepared for Deep Dives: Expect questions about specific design decisions, research methods, and collaboration challenges.

• Connect to Salesforce: If you have Salesforce experience, highlight it. If not, explain how your transferable skills apply to designing within a Salesforce environment.

📝 Enhancement Note: Interview preparation should focus on demonstrating both design expertise and an operational mindset. Candidates should be ready to discuss how their UX work translates into tangible business benefits, especially within the context of Salesforce and customer service operations.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided application link on Greenhouse.

• Tailor Your Resume: Highlight keywords and experiences related to UX design, Salesforce, SLDS, internal platforms, B2B/B2E design, user research, prototyping (Figma), and operational efficiency metrics (like TMA). Quantify achievements wherever possible.

• Curate Your Portfolio: Select 2-3 of your strongest case studies that showcase your experience with complex systems, process optimization, and measurable impact. Ensure your portfolio clearly demonstrates your UX process and proficiency with Figma.

• Prepare Your Narrative: Practice walking through your portfolio case studies, focusing on the challenges, your solutions, and the results achieved. Be ready to articulate how your skills align with the specific needs of optimizing the Salesforce interface for customer service agents.

• Research ília: Understand the company's mission, values, and the industries they serve. Familiarize yourself with their "awesome people make awesome deliveries" philosophy and what it means in practice.

⚠️ 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.

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