Senior UX Researcher, Mixed Methods & Insights

Salesforce; New York (NY); On-site; USD 110,000 - 180,000; Full time

Job summary

Salesforce is seeking a Mixed Methods Researcher within the UXCD Insights team in the Digital Success organization. The role bridges data, user insight, and creative execution to translate behaviors into actionable product strategy and design recommendations.

You will work with product managers, engineers, and designers to ensure accessible, high-impact user experiences across Help Portal and Agentforce, driving customer success and adoption with rigorous research and measurable outcomes.

Qualifications

• 5-8 years of hands-on experience planning, conducting, and analyzing user research using mixed-methods in digital products.
• Mastery of qualitative UX techniques (usability testing, field studies, interviews) and quantitative methods.
• Ability to frame business challenges into clear questions and craft strategic narratives.
• Proficiency with research tools (UserTesting, dScout, GA, Sprig/Qualtrics, Figma) and collaboration tools.

Responsibilities

• Lead and execute mixed-methods research across digital customer success platforms.
• Partner with UI/UX Designers, PMs, and Eng to anchor experiences in user evidence.
• Run competitive research and usability studies to inform IA and metrics.
• Own UX Scorecard for Help Portal and Agentforce as a strategic driver of quality and adoption.
• Synthesize data into actionable insights shaping product roadmaps and content strategy.
• Collaborate with cross-functional teams to validate concepts and measure post-launch impact.
• Support ResearchOps/DesignOps to optimize recruitment, repositories, and governance.
• Advocate for inclusive and accessible research across global users and languages.
• Deliver executive-ready summaries and dashboards, translating user needs into opportunities.

Skills

Mixed-methods research

UX research leadership

Qualitative techniques

Quantitative research

Cross-functional collaboration

Accessibility & ethics

Research tooling

Tools

UserTesting

dScout

Google Analytics

Sprig/Qualtrics

Figma

Job description

Salesforce is seeking a Mixed Methods Researcher within the UXCD Insights team in the Digital Success organization. The role bridges data, user insight, and creative execution to translate behaviors into actionable product strategy and design recommendations.

You will work with product managers, engineers, and designers to ensure accessible, high-impact user experiences across Help Portal and Agentforce, driving customer success and adoption with rigorous research and measurable outcomes.