The Opportunity

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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.

Lead Quantitative Researcher

We’re Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Guided by our core values, we help organizations across every industry connect with customers in entirely new ways. We also empower our people to be Trailblazers—driving impact, growing their careers, and improving the state of the world. If you believe business can be a platform for change, you’ve come to the right place.

Role Overview

The Lead UX Researcher, Quantitative is part of the Insights & Growth team within User Experience & Creative Design (UXCD) and supports the Digital Success organization within the broader Customer Success ecosystem.

The UXCD Insights & Growth team partners closely with teams across Salesforce to enhance customer experiences across products and digital touchpoints used by millions. Leveraging a mix of qualitative and quantitative research methods - including surveys, usability testing, 1:1 interviews, behavioral data, and experimentation - the team uncovers actionable insights that inform experience strategy and drive meaningful improvement. Central to this work is a continuous learning approach, turning user data into action and enabling incremental, measurable progress over time.

This role focuses on measuring and analyzing customer behavior across digital touchpoints where users engage, learn, troubleshoot, and grow. You will quantify friction and success points in the customer journey, identify behavioral patterns tied to “aha moments,” and connect those insights to outcomes like retention, renewal, and customer health using methods such as log analysis, survey research, path modeling, and regression. By applying strong research design and statistical rigor you will translate data into clear, actionable insights that inform decisions and measurably improve the user experience.

Responsibilities

Develop, measure and track quantitative UX metrics and business KPIs and collaborate to create automated dashboards to visualize customer experience
Investigate the "why" behind metrics changes and identify opportunities for optimization.
Investigate user behavior and user needs using empirical research methods such as logs analysis, survey research, path modeling, and regression analysis
Contribute quantitative clarity to broader research narratives and strategic discussions.
Design, deploy, and analyze large-scale surveys focused on measurement, benchmarking, segmentation, and trend tracking over time.
Examine existing data and product designs to generate hypotheses and plans for high-impact research.
Develop a deep understanding of enterprise data and operational details of the business (e.g., key datasets, business drivers/KPIs). Build predictive analytics models to forecast trends and early warning signals in key business areas.
Uncover patterns, correlate findings and measure the impact on business and key metrics Assist using Salesforce, SQL, and Tableau
Improve data accessibility and analytical literacy across design and research teams.
Partner with Data Science, UX Research, Voice of Customer, Growth Design, Product, and Engineering on a regular basis to triangulate data with insights.
Act as a consultant for product teams, helping them translate ambiguous questions into testable hypotheses and actionable data points.
Present compelling, data-rich narratives to stakeholders in the company and make research findings convincing and actionable for both research experts and non-experts.
Please include a portfolio of 1-2 research projects with details of your direct contributions with your application.

Qualifications

7+ years of experience conducting research in product research, user research, market research, or other technology contexts (SaaS or Enterprise experience is a major plus).
University degree in a research- or business-focused discipline, or in a field emphasizing human behavior and quantitative analysis (e.g., Psychology, Anthropology, HCI, Business, Statistics, Data Science, Research Methodology, Design). Strong grounding in statistical methods, data analysis, and experimental design is expected.
Advanced understanding of research methods (qualitative and quantitative) and best practices, and familiarity with a broad range of user research tools.
Advanced understanding in survey methodologies and tools (i.e. MaxDiff, Conjoints, segmentation, advanced analytics).
Experience with modern research, feedback, and analytics tools (e.g., UserTesting, Sprig, Tableau, survey platforms, and experimentation tools)
Knowledge of descriptive, inferential, and multivariate statistics, including t-test and ANOVA, and experimental design, and experience using statistical packages for analyzing datasets
Experience with survey design and response effects.
Ability to plan, design, execute and communicate both strategic and tactical research engagements
Experience working in cross-functional teams (e.g. customer success, solution architects, design, product management, engineering, marketing).
Excellent project management, communication, storytelling, and presentation skills
Proven ability to turn complex data sets into simple, persuasive visuals and narratives for non-technical audiences.
Ability to quickly grasp technological and business concepts.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.