Mixed Methods Senior UX Researcher

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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 , driving customer success and resolution at scale.

As a researcher on our dynamic UXCD Insights team, you will design and execute end-to-end research initiatives that combine qualitative depth (e.g., interviews, usability testing, contextual inquiry, etc.) with quantitative rigor (e.g., surveys, behavioral telemetry, statistical modeling, etc.). You will work closely with UI/UX designers, program managers, creative strategists, product managers, and engineering teams to ensure our digital customer experiences, platforms, and products are rooted in rigorous user evidence, highly accessible, and optimized for business impact.

• Mixed Methods Research Strategy & Execution:
  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.
• Competitive Research:
  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.
• Product Customer Councils:
  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 road mapping.
• UX Scorecard ownership:
  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.
• Research Rigor & Insight Synthesis:
  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.
• Cross-Functional Collaboration:
  
  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.
• Research Operations & Governance:
  Partner with Research Ops and Design Ops to streamline participant recruitment, tooling, research repositories, and vendor relationships while ensuring research…