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Job Category

User Experience

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

The Service Cloud Research & Insights team focuses on the products that support customer service management and its intersection with AI, supporting product strategy, user experience, and customer success.

We are seeking a Principal Researcher who can distill sophisticated problems into insights that inform product, design, development, and business decisions. You eagerly seek out and triangulate data from diverse sources, leverage innovative approaches to get at the heart of the issue, and have expertise with the “tried and true” research methods. You will own a combination of both strategic and tactical research in order to learn about and advocate for our users, including service reps, customer service managers and leaders, and Salesforce admins.

Responsibilities

Scope and drive research projects that inform product strategy, design, and development, in collaboration with cross-functional partners

Conduct generative and evaluative research using a mixture of research methods (surveys, un-moderated testing, interviews, moderated concept testing, etc.)

Synthesize research findings into actionable insights, creating narratives to frame problems and highlight the business value of recommended solutions 

Socialize insights with cross-functional partners to influence their decision-making

Partner fully with product owners, designers, engineers, and other researchers to provide the best possible experience for our users and customers

Work on fast-paced projects, requiring attention to detail and working within constrained timelines

Work globally across time zones with team members in India and Europe

Minimum Requirements 

10+ years of experience conducting research in user experience, product design, or technology contexts; including at least 5 years of experience in enterprise/business software or B2B context

Advanced understanding of research methods (qualitative and quantitative) and standard methodologies, and experience with a broad range of user research tools

Consistent track record influencing product direction and strategy with actionable insights

Ability to plan, design, implement and communicate both strategic and tactical research engagements

Ability to structure and lead internal and external workshops or design studios and analyze the outcomes to provide insight for customers

Experience working in cross-functional teams (e.g. design, product management, engineering, marketing)

Excellent project management, communication, storytelling, and presentation skills

A related technical degree required.

Bonus: Previous research or domain experience in customer service management, CRM, contact centers

In office expectations are 36 days/a quarter to support customers and/or collaborate with their teams.

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For California-based roles, the base salary hiring range for this position is $223,000 to $323,400.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.