Mixed Methods Senior UX Researcher

Salesforce•San Francisco, CA

2d•Hybrid

About The Position

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. We are looking for a Mixed Methods Researcher who excels at translating complex user behaviors and quantitative analytics into actionable design strategies and product recommendations, serving as a critical bridge between data, user insight, and creative execution within the User Experience & Creative Design (UXCD) team, part of Salesforce’s Digital Success organization within Customer Success. At Salesforce, Digital Success represents the ecosystem of knowledge, content, and support that helps customers find answers fast, solve problems, understand the health of their Salesforce engagements, onboard and adopt new Salesforce features, functionalities, and offerings, and more. We build the tools, content, and AI experiences (like Help Agent) that make self-service actually work, turning "I'm stuck" into "I figured it out" in minutes rather than days. Importantly, Digital Success helps tell a critical ‘customer zero’ story – it’s Salesforce using its own products, such as the Help Agent, which has fostered more than 5,000,000+ Agentforce customer conversations on help.salesforce.com, driving customer success and resolution at scale.

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.
Strong interest in AI-driven customer experiences, predictive telemetry, and how AI can optimize future research methodologies.

Nice To Haves

Navigate Ambiguity and Define What’s Possible: Define and shape this role, take on innovative, boundary-pushing new initiatives as the Digital Success team evolves, such as the evolution of Customer Success Health Insights, Help Agent expansion to the Salesforce Platform, researching new support touchpoints like Voice and Email, and finding opportunities for insights to drive new learnings such as with our M&A group, developing synthetic job performers using AI, and more.

Responsibilities

Lead, plan, and execute mixed-methods research studies across digital customer success platforms.
Combine qualitative insights (usability testing, field studies, interviews) with quantitative metrics (survey data, site analytics, behavioral logs) 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, from managing study set-up to helping run live sessions, fostering strong relationships between Product Managers and small, longitudinal customer councils, driving ongoing, sustained feedback that supports ideation and roadmapping.
Own the UX Scorecard end-to-end as the source of truth for UX quality across Help Portal and Agentforce.
Partner cross-functionally to evolve reporting from a tactical dashboard 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 directly 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.
Define and shape this role, take on innovative, boundary-pushing new initiatives as the Digital Success team evolves, such as the evolution of Customer Success Health Insights, Help Agent expansion to the Salesforce Platform, researching new support touchpoints like Voice and Email, and finding opportunities for insights to drive new learnings such as with our M&A group, developing synthetic job performers using AI, and more.