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Senior Researcher, Product Innovation
2 months ago
We are seeking a highly skilled Lead Researcher to join our Service Cloud team at Salesforce. As a key member of our research team, you will be responsible for executing strategic and tactical research to shape Service Cloud's vision of enabling the world's most innovative brands to reinvent service for the AI era.
Key Responsibilities- Scope and drive research projects that inform product strategy, design, and development, in collaboration with cross-functional stakeholders.
- Conduct generative and evaluative research using a mixture of research methods (surveys, un-moderated testing, interviews, moderated concept testing, etc.)
- Synthesize research findings into actionable insights, creating narratives to frame problems and highlight the business value of recommended solutions.
- Socialize insights with cross-functional stakeholders to influence their decision-making.
- Partner fully with product owners, designers, engineers, and other researchers to provide the best possible experience for our users and customers.
- 7+ years of hands-on experience conducting research in user experience or product design contexts.
- Proven track record influencing user experience and/or product direction with actionable insights.
- Ability to plan, design, and execute foundational, generative, and evaluative research engagements.
- Strong understanding of research methods (qualitative and quantitative) and best practices, and familiarity with a broad range of user research tools.
- Comfort with basic statistical methods and concepts, and experience working with behavioral signals data.
- Experience working in cross-functional teams (e.g. design, product management, engineering).
- Excellent teamwork and collaboration skills.
- Excellent project management, communication, and presentation skills.
- Ability to work with a globally dispersed team (including some stakeholders based in India), and conduct some synchronous, remote research with globally dispersed participants.
- University degree in a research- or business-focused discipline or in a field emphasizing human behavior (e.g., Psychology, Anthropology, HCI, Business, Research Methodology, Experimental Design, Design Research).
- Previous research experience in enterprise SaaS, CCaaS, and/or technology.
- Ability to structure and lead internal and external workshops or design studios and analyze the outcomes to provide insight for stakeholders.
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