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Job Category
User Experience
Job Details
Research & Insights (R&I) is a strategic pillar within the broader Experience Design organization, which has a clear focus: defining what Salesforce experiences should be.
R&I focuses on unearthing and prioritizing customer truth, and working with our partners to shape experiences people can understand, trust, and love. We pair research and data-driven insights with subject matter opinionation, and leverage AI and emerging technology to ensure the voice of the customer exists across our full product lifecycle. We balance big-picture thinking with detailed craft, collaborating along the way with product managers, designers, engineers, content writers, marketers, sales, strategy and operations.
We're looking for a Principal Researcher to join our Research & Insights team, leading end-to-end product and design innovation research with our executive Product Advisory Council (PAC) program. PACs are typically day-long workshop-style events. They operate as insight engines that translate the voice of the customer directly into product and experience strategy, roadmap planning, and go to market motions.
PAC researchers wear many hats. You'll drive PAC strategy (which PACs, when, and how), PAC facilitation, content development in partnership with product and design, and insight development, alongside product-specific research partners.
You bring a deep understanding of how executives think and engage, to reveal where their organizations and industries are headed and how our products need to evolve. You'll partner closely with cross-functional teams and operations to deliver the best possible experience for customers.
Responsibilities:- Craft the multi-year strategy for the PAC program: Proactively architect how we engage executives in the agentic era, identifying necessary pivots from past models to drive forward-looking innovation across our portfolio.
- Triangulate PAC insights: Act as the primary connective tissue between executive foresight and our overarching product intelligence, combining PAC sessions with other strategic research initiatives.
- Develop executive content: Create workshop activities that will fuel customer insights and help us understand where specific industries and markets are headed 3+ years out.
- Facilitate executive sessions: Partner with product and research teams across multiple verticals to lead sessions (primarily in-person, some virtual).
- Scale the PAC ecosystem leveraging AI and emerging tech: Design self-service models, asynchronous feedback loops, and AI-driven insight distribution systems to scale the program's reach beyond traditional in-person events.
- Architect the 'Closed-Loop' Strategy: Define and execute a systematic process for reporting back to our executive members, clearly demonstrating how their time and insights have directly shaped our product roadmaps, investments, and business outcomes.
- Craft our cohorts: Partner closely with Salesforce executives to identify key customers to join and retain as part of our PAC cohorts.
- Define and measure program success: Evaluate the strategic effectiveness and ROI for program efforts; revise and adjust course where necessary.
- Mentor junior team members: Support research & insights initiatives and elevate the practice across the organization.
Required Experience and Skills- 10+ years of relevant work experience in research, product strategy, design strategy, or executive engagement.
- Ability to work confidently and creatively on ambiguous problems.
- AI-driven Operations: Proven experience implementing AI and emerging technologies to scale operations, accelerate synthesis, and create innovative feedback channels.
- Experience designing and managing closed-loop customer feedback programs, particularly at the C-suite or Enterprise level.
- Proven track record of influencing cross-functional leaders (Product, Design, GTM) to translate qualitative insights into measurable business outcomes and product strategy.
- Willingness to travel upwards of 25% of the time across North America and/or Europe to lead in-person PAC sessions.
- Exceptional knowledge and experience in conducting research (qualitative and quantitative) in user experience, product design, or technology contexts.
- Ability to use data visualization tools to present research findings in a clear and actionable format.
- Excellent project management, communication, and presentation skills.
- B.A./B.S., M.A./M.S. or Ph.D. 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).
- Preferred: Previous research experience in enterprise SaaS and/or technology.
In office (Atlanta, GA, Dallas, TX or Indianapolis, IN) expectations are 36 days/a quarter to support customers and/or collaborate with their teams.
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.
