Senior Researcher, Product Research & Insights

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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.

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.

About You:
You are a self-driven, impact-oriented researcher with experience in Research Community Management and strong quantitative data organization skills. You are a nimble leader who balances the deployment of complex, end-to-end research initiatives alongside rapid community research interventions. You have expertise at relationship-building, the maintenance of cross- functional coalitions, and the creation of communities (research panels) that support product feedback. You have expertise in survey research, qualitative inquiry, statistical analysis, and community management to generate actionable insights that drive business decisions. Ideally, you have a deep understanding of research methodologies, data analytics, and participant engagement strategies for hard-to-reach populations. You distill complex problems into insights that inform design, development, and business decisions. You’re passionate about technology, and have deep empathy for technology users and their everyday struggles and challenges. You are unwavering in your desire to provide the best experiences for users. You eagerly use new research methods to get at the heart of the issue, and you have expertise with the ‘tried and true’ ones. You are excited to leverage existing research at Salesforce to weave together actionable insights to share with cross-functional teams. You seamlessly switch between research craft, collaboration, and operational excellence. 

Responsibilities:

Research Community Development & Management

• Establish, grow, and lead multiple diverse research communities, ensuring high engagement and representation of key customer segments.

• Develop recruitment strategies to maintain a high-quality participant pool for quantitative and qualitative research.

• Implement standard processes for community management, including moderation, communication, and retention strategies.

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

In-Depth Research & Analysis

• Ability to design, distribute, and analyze surveys using advanced survey methodologies and tools or advise vendors to execute

• Apply statistical techniques to interpret survey data, ensuring reliability and validity of findings.

• Use data visualization tools to present research findings in a clear and actionable format.

• 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, unmoderated 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 

• Lead research timelines, budgets, and results while maintaining data integrity and ethical research standards.

Cross-Functional Collaboration & Insights Generation

• Partner with UX researchers, data scientists, product managers, and marketing teams to align research activities with business goals.

• Socialize insights with cross-functional stakeholders 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.

Required Experience / Skills:

• Consistent track record influencing user experience and/or product direction with actionable insights

  • (Senior) 4+ years of experience conducting research in user experience, product design, or technology contexts; at least 2 years of experience working in a large matrixed organization

  • (Lead) 7+ years of experience conducting research in user experience, product design, or technology contexts; at least 2 years of experience working in a large matrixed organization

  • (Principal) 10+ years of experience conducting research in user experience, product design, or technology contexts; at least 2 years of experience working in a large matrixed organization

• Hands-on experience conducting research in user experience or product design contexts. 

• Ability to plan, design, and implement foundational, generative, and evaluative research engagements

• Strong understanding of research methods (qualitative and quantitative) and standard processes, and familiarity with a broad range of user research tools

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

• Excellent teamwork and collaboration skills

• Excellent project management, communication, and presentation skills

• Ability to work with a globally dispersed team (including some management and stakeholders based in India), and conduct some synchronous

• University degree in a research- or business-focused discipline or in a field emphasizing human behavior (e.g., Psychology, Anthropology, HCI, Business, Research Methodology, Experimental Design, Design Research)

Preferred Experience / Skills:

Prior experience in Research Community development and management

Comfort building data libraries and dashboards

Previous research experience in enterprise SaaS and/or technology

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

Comfort with basic statistical methods and concepts, and experience working with behavioral signals data

About the Team

Commerce Cloud

In this role you will implement strategic and tactical research to shape Commerce Cloud’s vision of enabling the world’s most innovative and recognized brands to create AI-first, unified, custom experiences across all touchpoints of commerce, including web, mobile, and social. You’ll learn about and advocate for our users — including e-commerce leaders, merchandisers, commerce developers / admins, and marketing leaders.

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