Jeff Dearing, UX Designer,
Dracut, Massachusetts
Jeff Dearing, from Dracut, Massachusetts, is a user experience designer with over 17 years of experience shaping digital shopping experiences for leading e-commerce brands. His data-driven approach enables businesses to identify performance gaps, analyze customer KPIs and industry benchmarks, and implement UX strategies that drive measurable improvements. As a recognized subject matter expert, Jeff has served as a trusted advisor to hundreds of brands, helping them optimize their digital storefronts and enhance their customer experience.
Jeff joined Salesforce as part of the acquisition of Demandware, bringing his extensive e-commerce expertise to the Customer Success team as a Sr. Principal UX Designer & Strategist. During his time in this role, he conducted over 1,000 customer experience audits, uncovering opportunities that led to significant business growth. His work contributed to major performance improvements, including a 228% increase in onsite search usage, a 73% rise in basket rates, a 250% boost in conversion, and, in some cases, a twofold increase in revenue. Jeff also played a key role in piloting the Commerce Cloud benchmarking program, providing brands with valuable insights into their competitive standing within the industry.
As a Lead User Experience Designer at Salesforce, Jeff worked closely with brands to develop UX solutions that aligned with business objectives and maximized platform capabilities. His insights and strategies helped brands achieve notable improvements in customer engagement, with some businesses doubling key performance indicators within a month. His efforts directly impacted business growth, generating $13.9 million in revenue tied to UX services. Additionally, he maintained a 4.8/5 CSAT score, surpassing expectations and driving a 74% increase in customer engagement. Beyond client work, Jeff was a featured speaker at major industry events, including Dreamforce, Connections, and XChange, where he shared best practices for optimizing digital commerce experiences. He also hosted webinars on UX strategies, covering topics like Holiday Readiness, Page Design, and Buy Online Pickup In-Store (BOPIS), and contributed blog content on e-commerce usability and customer experience.
In 2021, Jeff transitioned into a Sr. Principal UX & Product Designer role, where he designed and executed a comprehensive UX audit framework to assess and enhance the customer journey for Commerce Cloud clients. Using journey mapping, heat map studies, and A/B testing, he identified friction points and provided actionable recommendations to improve mobile design, site usability, and conversion paths. His ability to distill complex data into clear, strategic insights made him a valuable asset to executive teams looking to optimize their roadmaps and digital strategies. Additionally, Jeff contributed to high-fidelity designs for B2B reference applications, developed wireframes for Salesforce Marketing Cloud solutions, and produced industry reports on e-commerce trends.
With expertise spanning UX & UI design, e-commerce (B2C & B2B), benchmarking, customer journey audits, and usability testing, Jeff continues to push the boundaries of customer success and digital experience strategy. His passion for data-driven design and strategic roadmap planning has made him a go-to expert for brands looking to elevate their e-commerce experience and stay ahead in an ever-evolving industry.
