Description
Role Overview
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.
Responsibilities
Team Leadership
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.
User Research & Insights Leadership
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.
Voice of Customer (Strategic Oversight)
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.
Growth Design & Experimentation
Offer research leadership and advisory support to growth design and experimentation efforts that support product-led growth.
Guide teams in framing hypotheses, identifying learning goals, and incorporating qualitative insight alongside quantitative metrics.
Ensure growth initiatives balance speed with customer empathy, experience quality, and long-term value.
Establish clear standards and expectations for customer metric definition and tracking across the Digital Success organization, ensuring insights and growth efforts are grounded in meaningful, experience-aligned measures of success.
Cross-Functional Influence & Alignment
Act as a connective leader between UXCD, Digital Success, and Analytics.
Represent customer insight and research perspectives in strategic planning, prioritization, and roadmap discussions.
Drive alignment around shared customer truths, tradeoffs, and success measures.
Ethical, Inclusive & Responsible Practice
Champion inclusive, accessible, and ethical research and experimentation practices.
Ensure responsible use of AI, data, and customer signals in alignment with trust, privacy, and governance principles.
Experience & Qualifications
10+ years of experience leading User Research and Insights, Growth, or Voice of the Customer (VoC) functions, with a proven ability to capture deep user needs and translate them into scalable UX, experimentation, and digital growth strategies at the director level or equivalent.
Proven success leading research or insights functions within complex, cross-functional organizations.
Strong understanding of Digital Success, Customer Success, and product-led growth models.
Demonstrated ability to influence without direct ownership, aligning senior stakeholders around shared insights and priorities.
Experience establishing research standards, operating models, and governance at scale within UX or design-led teams.
Familiarity with modern research, feedback, and analytics tools (e.g., UserTesting, Sprig, Tableau, survey platforms, and experimentation tools), with the ability to guide teams in selecting and leveraging the right tools to generate meaningful insight.
Exceptional communication, synthesis, and storytelling skills.
Deep commitment to ethical, inclusive, and customer-centered practices.
Comfortable navigating ambiguity and operating at both strategic and systems levels.
If you’re passionate about shaping how organizations learn from customers and ensuring digital experiences are grounded in deep customer understanding and experience quality, this role offers the opportunity to make a meaningful impact. As part of the User Experience & Creative Design team, you’ll provide strategic insight leadership and enable teams across Digital Success to drive more intentional, effective, and scalable digital experiences.
If you’re energized by leading through influence and enabling teams to deliver meaningful impact, we’d love to hear from you.
For roles in San Francisco and Los Angeles: 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.