SVP, Research & Insights - Experience Design

Salesforce; 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

Job Category

User Experience

Job Details

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.

SVP, Research & Insights - Experience Design

The next Salesforce will be shaped by how well people and agents can understand one another, share context, delegate authority, recover from failure, and accomplish meaningful outcomes together. These behaviors unfold across roles, products, implementations, data, policies, channels, and time. They cannot be understood through episodic studies or a single adoption metric.

The SVP, Research + Insights will lead Research across Salesforce Experience Design and build a continuous intelligence capability spanning Customer 360, Platform, Data 360, Agentforce, Slack, and emerging surfaces. Reporting to the EVP, Chief Experience Officer, this executive will move Research further upstream into enterprise and product strategy while extending evaluation through implementation, production, and longitudinal use.

What you will lead - 4 Connected Capabilities:

• Enterprise Experience Intelligence + Foresight. Foundational domain research, longitudinal customer programs, strategic opportunity intelligence, ecosystem and competitive synthesis, failed-adoption and win/loss evidence, foresight, and executive synthesis.


• Portfolio Research + Insights. Deeply embedded research leadership and teams serving Salesforce's major product portfolios while operating within one enterprise agenda, talent system, evidence standard, and knowledge environment.


• Human-Agent Research, Evaluation + Measurement. Human factors, behavioral science, trust and delegation, agent-behavior evaluation, scenario and rubric development, production-evidence interpretation, and experience-outcome measurement.


• Research Operations + Knowledge. Participant systems, customer access, governance and ethics, methods and standards, knowledge infrastructure, evidence taxonomy, tooling, vendors, and research program operations.

What you will do:

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.

What success looks like:

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