Mixed Methods Senior UX Researcher

Salesforce•Chicago, IL

3d•$148,500 - $246,000•Hybrid

About The Position

Salesforce is seeking a Mixed Methods Researcher to join the User Experience & Creative Design (UXCD) team within the Digital Success organization. This role is crucial for translating complex user behaviors and quantitative analytics into actionable design strategies and product recommendations. The Digital Success team focuses on providing customers with knowledge, content, and support to help them find answers, solve problems, and adopt new Salesforce features. They build tools, content, and AI experiences that enable effective self-service, turning customer challenges into quick resolutions. Salesforce itself uses its own products, like the Help Agent, to support customers, demonstrating the impact of these tools.

Requirements

5-8 years of hands-on experience planning, conducting, and analyzing user research utilizing mixed-methods frameworks within B2B or B2C digital products, SaaS platforms, or agency environments.
Proven mastery of qualitative UX techniques (usability testing, contextual inquiries, card sorts, etc.) alongside quantitative research methodologies (survey design, statistical sampling, etc.).
Demonstrated ability to frame complex business challenges into clear research questions and translate disparate data sources into coherent, strategic narratives.
Proficiency with research and creative tools (e.g., UserTesting, dScout, Google Analytics, Sprig/Qualtrics, Figma, etc.) and collaborative project management tools (e.g., Slack, Google Workspace, etc.).
Excellent communication, active listening, and stakeholder management skills with a track record of driving consensus across design, product, and engineering teams in fast-paced environments.
In-depth knowledge of inclusive design principles and ethical research practices.
Ability to define and shape this role, take on innovative, boundary-pushing new initiatives as the Digital Success team evolves.
Strong interest in AI-driven customer experiences, predictive telemetry, and how AI can optimize future research methodologies.

Responsibilities

Design and execute end-to-end research initiatives combining qualitative depth (interviews, usability testing, contextual inquiry) with quantitative rigor (surveys, behavioral telemetry, statistical modeling).
Work closely with UI/UX designers, program managers, creative strategists, product managers, and engineering teams to ensure digital customer experiences are rooted in user evidence, accessible, and optimized for business impact.
Lead, plan, and execute mixed-methods research studies across digital customer success platforms, combining qualitative insights with quantitative metrics to deliver comprehensive research narratives.
Lead cross-market competitive research for help experiences, including project plans, competitor benchmarking, vendor management, and budget discussions.
Run usability studies on competitor help portal flows to deliver actionable information architecture recommendations and performance metrics.
Lead the end-to-end lifecycle of Product Customer Councils, managing study set-up and live sessions to foster strong relationships between Product Managers and customers for ongoing feedback.
Own the UX Scorecard end-to-end as the source of truth for UX quality across Help Portal and Agentforce, partnering cross-functionally to evolve reporting into a strategic driver of product quality, adoption, and investment decisions.
Frame core user and business problems, establish research hypotheses, and synthesize complex datasets into high-impact, actionable insights that influence design decisions, product roadmaps, and content strategy.
Partner seamlessly with UI/UX Designers, Creative Strategists, Program Managers, Product Managers, and Engineering teams throughout the product lifecycle to validate concepts, iterate on designs, and verify post-launch impact.
Partner with ResearchOps and DesignOps to streamline participant recruitment, tooling, research repositories, and vendor relationships while ensuring research ethics, data privacy, and governance standards.
Champion ethical, inclusive, and accessible research practices, ensuring studies represent diverse global user cohorts, abilities, languages, and accessibility standards.
Deliver executive-ready summaries, dashboards, and research briefs that articulate user needs, pain points, and strategic opportunities clearly to non-research stakeholders.
Establish baseline metrics and track user experience indicators across digital touchpoints to evaluate feature success, usability improvements, and overall customer satisfaction.