Director, Insights

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The Director, Insights & Growth sits within the User Experience & Creative Design (UXCD) team and provides strategic leadership and oversight for the Insights & Growth function in support of the Digital Success organization within the broader Customer Success ecosystem. This role ensures that customer understanding, research rigor, and learning velocity are deeply embedded into how we design, evaluate, and evolve digital customer experiences.

The UXCD Insights & Growth team partners closely with teams across Salesforce to enhance customer experiences across products and digital touchpoints used by millions. Leveraging a mix of qualitative and quantitative research methods—including surveys, usability testing, 1:1 interviews, behavioral data, and experimentation—the team uncovers actionable insights that inform experience strategy and drive meaningful improvement. Central to this work is a continuous learning approach, turning user data into action and enabling incremental, measurable progress over time.

Rather than owning day-to-day execution, this role focuses on setting direction, establishing standards, and advocating for research-informed decision-making across Digital Success and partner teams. You will lead a multidisciplinary team of experts who execute Voice of Customer programs, user research, and growth experimentation, enabling them to deliver high-quality insights that drive meaningful outcomes.

This role is ideal for a senior leader who excels at influence, systems thinking, and strategic storytelling, and who can connect customer insight to business priorities at scale.

• Lead, mentor, and support a multidisciplinary team within the UXCD organization spanning user research, insights, and growth-focused disciplines.
• Set clear direction, expectations, and priorities, enabling teams to execute effectively while maintaining strategic alignment.
• Establish shared ways of working, standards, and rhythms that promote quality, consistency, and collaboration across Insight, Growth, VoC efforts, and the broader UXCD team.
• Foster an environment that supports learning, growth, and strong research and experience practices.
• Scale Insights, Growth, and VoC capabilities by strengthening how customer knowledge is captured, shared, and activated across UXCD and Digital Success.

• Define and evolve the research and insights strategy for the Digital Success organization, ensuring alignment with business objectives and customer outcomes.
• Provide direction, mentorship, and quality oversight for teams executing user research and insight programs.
• Establish research standards, frameworks, and best practices that ensure rigor, consistency, and ethical use of customer data.
• Act as a senior advisor and advocate for customer-centered, research-backed decision-making across the organization.

• Provide strategic guidance for Voice of Customer programs, including CSAT and digital feedback loops, in partnership with functional owners.
• Ensure VoC efforts align and are integrated into experience and product strategy.
• Elevate insight synthesis and storytelling so customer feedback drives clarity and action for Digital Success leaders.

• Offer research leadership and advisory support…