Following my success with the Burberry Social Business project, I kept in touch with contacts as Salesforce and in 2014 they approached me about taking on a role to lead Experience Design as part of their growing Services arm with these ask:
- Build a consistent, best-in-class, EMEA-wide Experience Design Practice.
- Embed Experience Design and Design Thinking in the EMEA Services arm.
- Provide expert support and leadership to pre-sales and projects
- Provide creative direction and vision setting for programs.
I set out a plan from day 1 to give myself a guiding light, and I’ve executed on that plan over the last three years:
- Experience Design was completely new to the Services organisation so year 1 was all about education and enablement.
- Establish relationships with Sales and Delivery.
- Grow a contractor network to be able to take on projects straight way.
- Hire the first top-quality design professionals critical to early project successes and to set the bar sufficiently high.
- Landing the first successful projects to prove the value Experience Design brings.
- Establish a very strong UKi team of vocal, confident and top quality design professionals with a street-smart consultant mindset to coach non-design people.
- Push UKi engagements up the CX maturity model.
- Define EMEA relevant packages and working patterns while aligning with the AMER organisation.
- Establish sales and delivery relationships outside UKi and land first projects outside UKi.
- Deliver first stage-worthy project.
- Establish equally strong “MVP” teams in the other three regions.
- Accelerate regions up the CX maturity model.
- Focus effort on strategic, enterprise-scale design engagement and establish first advisory roles.
- Establish an EMEA-wide lean design leadership team.
- Narrow and focus my own responsibilities to prepare for continued scale as we go into 2017.