Salesforce.com, Inc Essentials Customer Experience Researcher in San Francisco, California

Job CategoryProducts and Technology

Job DetailsEssentials Customer Experience Researcher

Salesforce Essentials brings the #1 CRM to small business. Essentials provides the sales and service basics SMBs need to grow with help at every step. Salesforce is looking for an engaging and hardworking User Research leader to help us build the best customer experience for the unique needs of our small business users.Join us as we empower small businesses to sell, service and market faster and smarter than ever before. You'll be part of a fast-moving cross-functional team on Essentials, as well as part of a broader team of user researchers from other product areas who learn from and mentor each other.About You

  • Endless curiosity about people, small businesses, and technology

  • Passionate about problem solving and about user feedback

  • Experienced in working with large, diverse teams, including executive level leadership

  • Loves data and finding ways to weave data into business decisions and operations

  • Able to bridge the disciplines of design, research, and business strategy

  • Comfortable with rapid change

  • Excited about multi-disciplinary research (segment-based, multiple product domains)

  • Focused on quality and detail-orientation as your primary deliverable

Responsibilities

  • Own the framework, frequency, and cadence for all Salesforce Essentials research and product feedback processes (including A/B testing & NPS)

  • Prioritize and shape research based on input from cross-functional teams (examples: PMs, PMMs, UX, CX, Eng, business line leaders, customer-facing teams) that improve the customer experience

  • Plan and conduct practical and impactful research that varies in approach, scope and timeframe

  • Analyze research findings into insights and solutions-first recommendations for various audiences

  • Synthesize research findings to continuously create and validate user and customer personas

  • Creatively convey those insights to the appropriate people in the most engaging manner

  • Confidently communicate points of view, both written and verbal, with senior leadership

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

Required Qualifications

  • M.A./M.S. in Human Computer Interaction (HCI), Cognitive or Experimental Psychology, Sociology, Design, Business or a related degree

  • 7+ years of relevant work experience (including internships) conducting research

  • Foundation in quantitative and qualitative methods, and contextual inquiry

  • Ability to scope, plan, execute and analyze quantitative and qualitative research

  • Excellent project management, communication, and presentation skills

  • Willingness to experiment with research methods to deepen our understanding of the end-to-end customer experience

  • Experience working in a collaborative environment, with diverse cross-functional teams, that thrive on rapid feedback and iteration

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

Bonus Qualifications

  • Experience conducting quantitative and qualitative research in a B2B setting

  • Experience with small business SaaS solutions

  • Experience with consumer solutions

  • MBA

Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

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.

This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!