Salesforce.com, Inc Lead or Principal User Researcher | Marketing Cloud, Service Cloud, Pardot, Mobile in San Francisco, California

Job CategoryProducts and Technology

Job DetailsLead or Principal User Researcher

You distill complex problems into insights that inform design, development, and business decisions. You seek out diverse data points, and triangulate them. You eagerly use new research methodologies to understand users and problem spaces, dig deep to uncover and synthesize insights, and build narratives to frame complex problems.

You're passionate about technology. You're even more passionate about people. You are a tireless advocate for the end user. You have deep empathy for their everyday struggles and challenges. You always put their needs first, and you're unwavering in your desire to provide the best experiences for users.

You play well with others. You thrive in a fast-paced, collaborative environment. You bring a unique point of view to the table, and bring out the best in your team. You solicit feedback on your own work, and add value to others' work.

Sound like you? Then you're someone we want to work with! Join our amazing team and you'll get to work with some of the best and brightest. You'll find startup-like scrum teams, opportunities to collaborate with researchers in related product areas, consumer-style innovation, and the opportunity to deliver great experiences to millions of end-users. Your insights will matter - at scale. And, by the way, you'll work for a company that has been named - 10 years running - in Fortune 100 Top Places to work.

Service Cloud - San Francisco, California

The Lead User Researcher in Service Cloud will conduct strategic research to help shape the vision for what the future of Customer Service should be and how the next generation of Service Cloud products will support that future. You’ll learn about and advocate for users who provide customer support, manage contact centers, and set up tools and processes for customer service teams. You’ll help the team balance our users’ needs for speed, efficiency, and customization.

Pardot - Atlanta, Georgia

Salesforce Pardot B2B Marketing Automation is one of the fastest-growing and most successful Salesforce acquisitions of all time. We are looking for curious and talented UX Researcher in Atlanta, GA to continue to drive our extraordinary growth by working with design and engineering teams to support key Enterprise customer needs. This is your chance to be part of an exciting team that is changing the way businesses operate in the cloud.

Marketing Cloud - Indianapolis, Indiana

We are looking for a UX Researcher to join the Marketing Cloud. The Salesforce Marketing Cloud is a leading global provider of cross-channel digital marketing solutions that empower organizations of all sizes to communicate with their customers through email, mobile, social media, web, and marketing automation. No other digital marketing company invests in product innovation the way we do, giving our clients access to cutting-edge technology. Salesforce transforms the businesses of hundreds of thousands of customers and millions of users. Your insights will matter - at scale.

Mobile - San Francisco, California

We are looking for a UX Researcher to join our team and help build the next generation of Mobile products at Salesforce. In this role, you will partner with design, product, and engineering leaders to shape the future of our flagship Salesforce mobile app. Your insights will impact the mobile user experience at scale by empowering Salesforce users to work more efficiently and enabling companies to get the most out of our customizable mobile platform.

Responsibilities:

  • Provide strategic and tactical insights that inform design and development

  • Participate in strategic product research and analysis, always striving to deeply know and understand the customers who will be using your products

  • Synthesize research to identify product use cases and user types

  • Create narratives to frame problems and highlight the business value of potential solutions

  • Be a strategic business partner to key executives, helping shape their long-term vision

  • Partner fully with product owners, designers and engineers 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

Minimum Requirements:

  • 7+ years of relevant work experience in UX and research

  • Ability to work confidently and creatively on ambiguous problems

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

  • Proven track record influencing product direction and strategy with actionable insights

  • Solid understanding of best practices for conducting research (qualitative and quantitative) in user experience, product design, or technology contexts

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

  • Excellent project management, communication, and presentation skills

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

  • Bonus: Experience leading, coaching, or managing individual contributors (ideally researchers) welcome

  • Bonus: Experience in relevant industry domain (i.e. marketing, ecomerce, content management)

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!