Senior Mixed-Methods UX Researcher

Salesforce; San Francisco (CA); On-site; USD 149,000 - 224,000; Full time

Job summary

Salesforce’s UXCD Insights team is seeking a Mixed Methods Researcher who translates complex user behaviors and quantitative analytics into actionable design strategies and product recommendations, bridging data, user insight, and creative execution within the Digital Success organization.

You will lead end-to-end studies, collaborate with product, design, and engineering, own the UX Scorecard, and synthesize findings into executive-ready briefs that drive product quality and customer impact.

Qualifications

• 5-8 years of hands-on user research with mixed-methods in SaaS or digital products.
• Mastery of qualitative UX techniques and quantitative research methodologies.
• Translate data into strategic narratives for product roadmaps.
• Proficiency with research tools and collaboration platforms.
• Strong communication and stakeholder management across design, product, and engineering.
• Inclusive design, accessibility, and ethical research practices.
• Interest in AI-driven customer experiences and predictive telemetry.
• Define and shape new initiatives in Digital Success.

Responsibilities

• Design and run mixed-methods research across digital customer success platforms.
• Partner with UI/UX designers, PMs, and engineers to ensure evidence-based UX.
• Lead competitive research on help experiences.
• Own UX Scorecard for Help Portal and Agentforce.
• Synthesize data into actionable insights shaping roadmaps.
• Collaborate across teams to validate concepts post-launch.
• Oversee ResearchOps processes for recruitment and governance.
• Advocate inclusive and accessible research practices.
• Deliver exec-ready briefs and dashboards.
• Track UX metrics to measure impact on adoption and satisfaction.

Skills

Mixed methods research

Qualitative UX

Quantitative research

Cross-functional collaboration

Accessibility

AI interest

Tools

UserTesting

dScout

Google Analytics

Sprig/Qualtrics

Figma

Job description

Salesforce’s UXCD Insights team is seeking a Mixed Methods Researcher who translates complex user behaviors and quantitative analytics into actionable design strategies and product recommendations, bridging data, user insight, and creative execution within the Digital Success organization.

You will lead end-to-end studies, collaborate with product, design, and engineering, own the UX Scorecard, and synthesize findings into executive-ready briefs that drive product quality and customer impact.