Chief Experience Intelligence & Insights

Salesforce, Inc.; San Francisco (CA); On-site; USD 250,000 - 400,000; Full time

Job summary

Salesforce is seeking an SVP, Research & Insights - Experience Design to lead enterprise research across Customer 360, Platform, Data 360, and related surfaces. This executive will advance research from tactical studies to upstream strategy, shaping product and business decisions.

You will build a durable knowledge system, recruit top researchers, and create a live Experience Intelligence framework that tracks customer outcomes and longitudinal learning.

Responsibilities

• Establish one enterprise Research + Insights agenda tied to Salesforce's most consequential customer, product, platform, architecture, and business decisions.
• Build Experience Intelligence as a live, cumulative understanding of how customers, industries, organizations, roles, and work actually operate and how they change over time.
• Ensure foundational, generative, and evaluative research shape product strategy before solution direction and roadmap commitments harden.
• Create a continuous evaluation system spanning early concepts, working prototypes, implementations, shipped products, production behavior, and longitudinal customer outcomes.
• Define the research and measurement models Salesforce needs for human-agent collaboration, including trust, delegation, autonomy, authority, observability, intervention, correction, escalation, learning, and recovery.
• Integrate relevant evidence across Product Analytics, Marketing, Sales, Customer Success, Support, Services, Trust, implementation, and market intelligence without duplicating those organizations or collapsing distinct evidence into one score.
• Build a durable knowledge system that makes customer and product evidence searchable, reusable, appropriately contextualized, and available at the moment consequential decisions are made.
• Protect the independence and integrity of customer evidence, including confidence, limitations, contradictions, and unresolved questions, even when the findings challenge a committed direction.
• Recruit and develop an exceptional bench of research leaders, distinguished researchers, behavioral scientists, measurement experts, research technologists, knowledge architects, and Research Operations talent.
• Within the first year, Research should operate as an enterprise decision system: close enough to change the work and independent enough to challenge it.
• A single enterprise research agenda is actively shaping priority product, portfolio, architecture, and business decisions.
• Live domain and work models are in place for the highest-priority areas and are changing what teams choose to build or stop.
• A continuous evaluation model connects prototypes, production behavior, implementation evidence, customer outcomes, and longitudinal learning.
• Human-agent research and measurement are…

Job description

Salesforce is seeking an SVP, Research & Insights - Experience Design to lead enterprise research across Customer 360, Platform, Data 360, and related surfaces. This executive will advance research from tactical studies to upstream strategy, shaping product and business decisions.

You will build a durable knowledge system, recruit top researchers, and create a live Experience Intelligence framework that tracks customer outcomes and longitudinal learning.