Description
About Salesforce
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.
Research & Insights (R&I) is a core function within the Experience organization, and a strategic partner to User Experience (UX) designers, product management, engineering, 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, and we shape the future of Salesforce for the benefit of millions of end users.
Job Description
The Agentforce Service R&I team delivers the customer and partner insights that shape our AI products for our Service portfolio, and we’re seeking a Lead Researcher to drive the development of AI solutions for this critical space.
You are a mixed-methods expert - skilled in qualitative, survey, and statistical analysis, and who distills complex problems into clear product and business strategy. You excel at balancing long-term strategic initiatives with rapid usability testing, are growing in your AI fluency, and have experience integrating AI tools into your end-to-end research workflow. And importantly, you seamlessly switch between research craft, collaboration, and operational excellence.
Responsibilities:
Mixed-Methods Execution: Design and execute end-to-end research - from foundational generative studies to rapid evaluative testing. You are equally comfortable with deep qualitative inquiry (e.g. unmoderated testing, interviews, moderated concept testing, etc.) and advanced survey methodologies.
AI-First Research Innovation: Lead the integration of AI tools (e.g., Claude, Gemini, NotebookLM) to accelerate the research lifecycle. You’ll be responsible for separating "AI noise" from meaningful signals, validating AI-generated outputs for accuracy, and crafting interactive prototypes, dashboards, and research workflows with AI tooling.
Strategic Storytelling & Influence: Beyond just reporting data, you will socialize insights across cross-functional stakeholders to directly influence product roadmaps and business decisions. You translate "the what" into a compelling "so what."
End-to-End Research Planning: Manage research timelines, budgets, and deliverables from front to back. Partner with our research operations team to align and support innovation in our participant recruiting and community-based efforts.
Ethical Stewardship: Maintain the highest data integrity and ethical research standards, particularly as we navigate the complexities of AI bias, privacy, and "ethical imagination" in product development.
Cross-Functional Orchestration: Act as a catalyst between UX, Product Management, Engineering, and Go To Market. You’ll own the "invisible orchestration" required to move an idea from a research insight to a global product launch.
Required Experience / Skills:
7+ years of hands-on experience in UX, product design, or technology research, with at least 2 years in a large, matrixed organization.
AI Fluency: A working grasp of how AI systems fail and learn. You know when to deploy AI for efficiency and when the "human in the loop" is non-negotiable.
Methodological Rigor: Mastery of qualitative and quantitative techniques, including statistical analysis to ensure the reliability of findings.
Global Collaboration: Comfortable working with and across globally dispersed teams (AMER/APAC) and navigating the nuances of different market needs.
Educational Foundation: University degree in a field emphasizing human behavior (e.g., Psychology, Anthropology, HCI) or a research-focused business discipline.
Preferred Experience / Skills:
SaaS Expertise: Previous experience in enterprise SaaS or technology, with a specific pulse on Service personas and Customer Service use cases.
Data Architecture: Comfort working with and building research libraries, data dashboards, or automated tracking for behavioral metrics at scale.
Workshop Facilitation: Ability to lead internal "design studios" or external stakeholder workshops to co-create solutions.
Research Communities: Prior experience in development, management, and use of proprietary communities and panels.
Statistical Methods and Concepts: Comfort with and experience working with behavioral signals data.