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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.

Research & Insights (R&I) is a strategic partner to product management, engineering, User Experience (UX), and go-to-market teams across Salesforce. We are passionate about understanding and solving our customers’ issues, using data-driven insights to create experiences that delight. We balance big-picture thinking with detailed craft, collaborating along the way with product managers, designers, engineers, content writers, marketers, sales, strategy and operations. Together, we shape the future of Salesforce for the benefit of millions of end users.

Role Description

The Field Service Research & Insights team focuses on reimagining field service management with new AI capabilities, supporting key product pillars including: scheduling, mobile, and asset management.

We are seeking a Senior Researcher who can distill complex problems into insights that inform product, design, development, and business decisions. You eagerly seek out and triangulate data from diverse sources, leverage new approaches to get at the heart of the issue, and have expertise with the “tried and true” research methods. You will run a combination of both strategic and tactical research in order to learn about and advocate for our users, including field technicians, dispatchers, and service operations specialists.

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, unmoderated 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.

• Work on fast-paced projects, requiring attention to detail and working within constrained timelines while partnering with geographically distributed teams.

Minimum Requirements

• 6.5+ years of experience conducting research in user experience, product design, or technology contexts; with at least 2 years of experience working in a large matrixed organization

• Advanced understanding of research methods (qualitative and quantitative) and best practices, and experience with a broad range of user research tools

• Proven track record influencing product direction and strategy with actionable insights

• Ability to plan, design, execute and communicate both strategic and tactical research engagements

• Ability to structure and lead internal and external workshops or design studios and analyze the outcomes to provide insight for stakeholders

• Experience working in cross-functional teams (e.g. design, product management, engineering, marketing)

• Excellent project management, communication, storytelling, and presentation skills

• 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)

• Ability to work across a globally distributed team

• Bonus: Previous experience in CRM or enterprise business software, customer support, or field service

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.