Description
Lead Quantitative Researcher
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Role Overview
The Lead UX Researcher, Quantitative is part of the Insights & Growth team within User Experience & Creative Design (UXCD) and supports the Digital Success organization within the broader Customer Success ecosystem.
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.
This role focuses on measuring and analyzing customer behavior across digital touchpoints where users engage, learn, troubleshoot, and grow. You will quantify friction and success points in the customer journey, identify behavioral patterns tied to “aha moments,” and connect those insights to outcomes like retention, renewal, and customer health using methods such as log analysis, survey research, path modeling, and regression. By applying strong research design and statistical rigor you will translate data into clear, actionable insights that inform decisions and measurably improve the user experience.
Responsibilities:
- Develop, measure and track quantitative UX metrics and business KPIs and collaborate to create automated dashboards to visualize customer experience
- Investigate the "why" behind metrics changes and identify opportunities for optimization.
- Investigate user behavior and user needs using empirical research methods such as logs analysis, survey research, path modeling, and regression analysis
- Contribute quantitative clarity to broader research narratives and strategic discussions.
- Design, deploy, and analyze large-scale surveys focused on measurement, benchmarking, segmentation, and trend tracking over time.
- Examine existing data and product designs to generate hypotheses and plans for high-impact research.
- Develop a deep understanding of enterprise data and operational details of the business (e.g., key datasets, business drivers/KPIs). Build predictive analytics models to forecast trends and early warning signals in key business areas.
- Uncover patterns, correlate findings and measure the impact on business and key metrics Assist using Salesforce, SQL, and Tableau
- Improve data accessibility and analytical literacy across design and research teams.
- Partner with Data Science, UX Research, Voice of Customer, Growth Design, Product, and Engineering on a regular basis to triangulate data with insights.
- Act as a consultant for product teams, helping them translate ambiguous questions into testable hypotheses and actionable data points.
- Present compelling, data-rich narratives to stakeholders in the company and make research findings convincing and actionable for both research experts and non-experts.
- Please include a portfolio of 1-2 research projects with details of your direct contributions with your application.
Qualifications:
- 7+ years of experience conducting research in product research, user research, market research, or other technology contexts (SaaS or Enterprise experience is a major plus).
- University degree in a research- or business-focused discipline, or in a field emphasizing human behavior and quantitative analysis (e.g., Psychology, Anthropology, HCI, Business, Statistics, Data Science, Research Methodology, Design). Strong grounding in statistical methods, data analysis, and experimental design is expected.
- Advanced understanding of research methods (qualitative and quantitative) and best practices, and familiarity with a broad range of user research tools.
- Advanced understanding in survey methodologies and tools (i.e. MaxDiff, Conjoints, segmentation, advanced analytics).
- Experience with modern research, feedback, and analytics tools (e.g., UserTesting, Sprig, Tableau, survey platforms, and experimentation tools)
- Knowledge of descriptive, inferential, and multivariate statistics, including t-test and ANOVA, and experimental design, and experience using statistical packages for analyzing datasets
- Experience with survey design and response effects.
- Ability to plan, design, execute and communicate both strategic and tactical research engagements
- Experience working in cross-functional teams (e.g. customer success, solution architects, design, product management, engineering, marketing).
- Excellent project management, communication, storytelling, and presentation skills
- Proven ability to turn complex data sets into simple, persuasive visuals and narratives for non-technical audiences.
- Ability to quickly grasp technological and business concepts.