Salesforce was expanding aggressively in Europe, and I was approached to build up an experience design org to service European customers and help them get the most value out of their investment in Salesforce products.
The team was initially planned to be based in London. However, since Salesforce EMEA was divided into four self-contained regions, it made more sense to create four separate teams instead.
I built the UK and the Nordics team from scratch, while I integrated design teams from acquisitions in Berlin and France into the DACH and South Salesforce organisations.
After one year, the team achieved a 9.7/10 customer satisfaction score and virtually no bench time, which helped me convince the company to set sales targets for design. This led to significant growth in year two.
The team’s output evolved from tactical UI updates to research-driven projects, custom implementations, and CX initiatives that enhance our customers’ strategies beyond their Salesforce investment.
This resulted in the team generating twice as much revenue per head than when the team first started out.
