Description
Research & Insights (R&I) is a strategic partner to product management, engineering, User Experience (UX), and go-to-market teams across Salesforce. We are passionate about understanding and solving our customers’ issues, using data-driven insights to create experiences that delight. We balance big-picture thinking with detailed craft, collaborating along the way with product managers, designers, engineers, content writers, marketers, sales, strategy and operations. Together, we shape the future of Salesforce for the benefit of millions of end users.
Role Description
The Field Service Research & Insights team focuses on reimagining field service management with new AI capabilities, supporting key product pillars including: scheduling, mobile, and asset management.
We are seeking a Senior Researcher who can distill complex problems into insights that inform product, design, development, and business decisions. You eagerly seek out and triangulate data from diverse sources, leverage new approaches to get at the heart of the issue, and have expertise with the “tried and true” research methods. You will run a combination of both strategic and tactical research in order to learn about and advocate for our users, including field technicians, dispatchers, and service operations specialists.
Responsibilities
Scope and drive research projects that inform product strategy, design, and development, in collaboration with cross-functional stakeholders
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
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.
Work on fast-paced projects, requiring attention to detail and working within constrained timelines while partnering with geographically distributed teams.
Minimum Requirements
6.5+ years of experience conducting research in user experience, product design, or technology contexts; with at least 2 years of experience working in a large matrixed organization
Advanced understanding of research methods (qualitative and quantitative) and best practices, and experience with a broad range of user research tools
Proven track record influencing product direction and strategy with actionable insights
Ability to plan, design, execute and communicate both strategic and tactical research engagements
Ability to structure and lead internal and external workshops or design studios and analyze the outcomes to provide insight for stakeholders
Experience working in cross-functional teams (e.g. design, product management, engineering, marketing)
Excellent project management, communication, storytelling, and presentation skills
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)
Ability to work across a globally distributed team
Bonus: Previous experience in CRM or enterprise business software, customer support, or field service