Summary
DesignOps takes the lead to author our internal career matrix, so we can objectively and uniformly refresh each discipline, and establish org-wide skills echoed throughout each role. DesignOps at Salesforce is also included within these Career Competencies, allowing for our team to hold more consistent career discussions, and unifying promotions by leveraging the same language when discussing each DesignOps employee. Plus, since DesignOps is seen as a fairly "new" discipline, having it paired alongside more "well-known" disciplines (Designer, UX Engineer), elevates the understanding of our role and skills, and provides a baseline paired alongside our peer's disciplines. There’s great power in language, and the words we choose to use makes an impact. Making conscious efforts on our word choices and communications with one another can affect change at both the individual level as well as team-wide.
Key Insights
-
•
Salesforce’s UX career ladder includes about 180 unique skill attributes for design roles spanning six levels.
-
•
The team deliberately replaced vague terms like soft skills with clear, actionable language such as active listening.
-
•
Removing gender-coded language helped create more equitable and appealing career progression criteria.
-
•
Relationship design, a new DEI skill category, was added for all UX disciplines to highlight how work is done, not just what is done.
-
•
Relationship design consists of four interconnected mindsets: courage, compassion, intention, and reciprocity.
-
•
Senior UX employees are expected to hold difficult conversations, mentor others, and recognize power dynamics as part of relationship design.
-
•
The career competencies are tools for conversation, not strict checklists for promotion or scoring.
-
•
The competency updates were achieved over three years through an iterative and collaborative process involving volunteers across disciplines.
-
•
Education and adoption relied on resource guides, live walkthroughs, manager panels, and repeated organizational communication.
-
•
Salesforce’s UX career competencies map to broader company-wide competencies but remain tailored for UX-specific roles.
Notable Quotes
"Soft skills doesn’t always represent active listening, so we updated to be more specific."
"We wanted to be aware of extraversion, so words like energy were changed to initiative to not favor personality types."
"Gender-coded words influence someone’s decision to apply and feel they belong even within internal career ladders."
"Relationship design is not just what you do but how you do it, focusing on building relationships with customers, employees, and community."
"For early career UXers, compassion could be as simple as expressing gratitude for help."
"Senior employees should hold difficult conversations questioning processes that may be harmful to others."
"This is not a checklist or promotion tool; you don’t have to excel in everything to grow."
"If something was unclear or uncomfortable to even one person, it was a sign it needed editing."
"The competencies allow managers to celebrate individualism while maintaining consistency across teams."
"Adding inclusivity to the career ladder took three years and this is still a living document with room for change."
Or choose a question:
More Videos
"Being nimble means sometimes you have to throw out academic rigor and just do what’s practical at the moment."
Renee BouwensLanding Product Impact: Aligning Research as a Foundational Driver for Delivering the World’s Best Products
December 15, 2023
"AI-powered enterprise tools sit on top of the classic IA infrastructure; without it, AI can’t scale effectively."
Karen McGrane Jeff EatonAI for Information Architects: Are the robots coming for our jobs?
November 21, 2024
"Marketers don’t try very interesting things when their confidence in data is low, which can create a downward spiraling reinforcing loop."
Sarah FlamionComplex Problem? Add Clarity by Combining Research and Systems Thinking
March 31, 2020
"Teams who translate complex goals into everyone’s language help people feel proud and aligned with broader business outcomes."
Christian Crumlish Aditi Ruiz Johanna Kollmann Catt SmallMorning Insights Panel
December 6, 2022
"Share your learning quickly and often—don’t wait for big reports. Your deliverable as a designer doing research is the design itself."
Prayag NarulaHow to Empower Your Designers to Do Good Research – And Why You Want To
June 10, 2022
"Research ops provides the roles, tools, and processes needed to support researchers — that’s as concise as it gets."
Kate TowseyThe State of ResearchOps: More Than Just Theory
June 20, 2019
"We often center the point of view of dominant demographics and ignore the needs of those we never speak to."
Megan CamposWhat Did I Miss? The Hidden Costs of Deprioritizing Diversity in User Research
March 12, 2021
"Without good relationships, you won’t get good data. And without good data, you won’t have good project outcomes."
Deirdre Hirschtritt Cesar Paredes Marie PerrotResearch is Only as Good as the Relationships You Build
November 17, 2022
"Outside of our keyholes lies information we’re completely oblivious to that can come to haunt us."
Dan WillisEnterprise Storytelling Sessions
June 3, 2019
