Lead UX Researcher, AI & Digital Experiences

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. 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. Join Salesforce’s Digital User Research team, part of Digital Marketing Technology. We deliver objective, actionable insights that shape customer-facing experiences and internal tools across Salesforce’s digital marketing portfolio, including websites and digital destinations, email and messaging, in-person and virtual events, and marketing-focused agentic experiences. As Lead User Researcher, you will own research across two of the team's most strategic areas: agentic experiences and event technology. You will help teams understand emerging mental models, unmet needs, friction, trust, and where people need transparency, control, guidance, or human support. You will also lead research that improves the digital experiences supporting Salesforce events across in-person, virtual, and on-demand formats. We are seeking a curious, experienced researcher who knows how to select and combine methods such as interviews, usability testing, surveys, and behavioral data analysis to answer complex questions. You will lead research across multiple products and stakeholder groups, develop strategy across a portfolio of projects, build alignment around the research questions and opportunities that matter most, and communicate insights that influence product strategy and experience decisions. What You'll Do • Shape Research Strategy by proactively identify emerging research needs, surface gaps and opportunities, and provide a clear, evidence-based point of view to inform research priorities across the digital marketing portfolio. • Independently scope and plan multiple projects end to end, defining the decisions to inform, milestones, dependencies, audiences, methods, risks, and measures of success. • Translate ambiguous business and product questions into strategic and tactical research plans, reframing the opportunity and adjusting the approach as the evidence and business context evolve. • Creatively combine qualitative and quantitative methods to overcome constraints and deliver a more complete picture of the data. Methods may include interviews, contextual inquiry, jobs-to-be-done research, concept evaluation, usability testing, task studies, surveys, benchmarking, and experimentation. • Define credible audiences and recruitment criteria, protect data quality, and ensure findings appropriately represent the people and contexts the product is intended to serve. • Connect evidence across sources by synthesizing user research, analytics, experimentation, and industry research to identify patterns, communicate confidence and limitations, and deliver a more complete understanding of the user experience. • Build a deep understanding of customer and employee needs, digital behaviors, marketing goals, and evolving technologies to uncover opportunities across channels, journeys, audiences, and connected digital experiences. • Advance agentic experience research. Study how people understand, trust, and engage with AI agents, including