Senior UX Researcher — Mixed Methods & Insights

Salesforce; Bellevue (WA); On-site; USD 149,000 - 224,000; Full time

Job summary

Salesforce, a global leader in CRM and AI-powered customer success, is seeking a Mixed Methods Researcher to bridge data, user insight, and design within the UXCD team. You will design end-to-end studies that combine qualitative depth with quantitative rigor, and collaborate across UI/UX, product managers, and engineering to ensure our digital experiences are grounded in solid evidence.

As part of Digital Success, you will drive health and adoption insights, maintain the UX Scorecard, and guide

Qualifications

• Experience planning, conducting, and analyzing user research with mixed-methods in B2B/B2C digital products or SaaS.
• Proficiency in qualitative UX techniques (usability testing, contextual inquiries, card sorts) and quantitative surveys, analytics.
• Ability to frame business challenges into research questions and synthesize data into strategic insights.
• Familiarity with research and collaboration tools and project management.
• Strong communication and stakeholder management in fast-paced environments.

Responsibilities

• Lead mixed-methods research studies across digital customer success platforms, combining qualitative and quantitative data to tell a full research narrative.
• Conduct competitive research on help experiences, benchmark competitors, manage vendors and budgets.
• Build end-to-end Product Customer Councils with cross-functional partners to gather longitudinal feedback for ideation and roadmapping.
• Own UX Scorecard end-to-end for Help Portal and Agentforce, evolving it into a strategic driver of product quality and investment decisions.
• Frame core problems, formulate hypotheses, and synthesize datasets into actionable insights influencing roadmaps and content strategy.
• Collaborate with Designers, Product Managers and Engineers to validate concepts and verify post-launch impact.
• Partner with ResearchOps and DesignOps to streamline recruitment, tooling, repositories and governance; ensure data privacy and ethics.
• Advocate inclusive and accessible research practices across diverse global users.
• Deliver executive-ready summaries, dashboards, and briefs to communicate user needs and strategic opportunities clearly.

Skills

Mixed methods research

Qualitative UX techniques

Quantitative research methodologies

Strategic thinking & synthesis

Cross-functional collaboration

Accessibility & ethics in research

AI-driven customer experiences

Executive storytelling & communication

Tools

UserTesting

dScout

Google Analytics

Sprig/Qualtrics

Figma

Job description

Salesforce, a global leader in CRM and AI-powered customer success, is seeking a Mixed Methods Researcher to bridge data, user insight, and design within the UXCD team. You will design end-to-end studies that combine qualitative depth with quantitative rigor, and collaborate across UI/UX, product managers, and engineering to ensure our digital experiences are grounded in solid evidence.

As part of Digital Success, you will drive health and adoption insights, maintain the UX Scorecard, and guide