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Principal/Architect Researcher, Research & Insights



Multiple locations
Posted on Monday, November 20, 2023

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

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Our team

The Research & Insights (R&I) team acts as a strategic thought partner to product leaders and go-to-market teams across Salesforce! We are passionate about understanding our customers and solving the problems they face, 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 people, and strategy & operations leaders. Together, we shape the future of Salesforce for the benefit of millions of end users!

The Role

We are seeking an impact-oriented researcher to join our team and help set the research agenda for the Field Service product portfolio under Service Cloud. You will implement strategic and tactical research to understand the future of field service management, and to inform how the next generation of Field Service products should support that future. You’ll learn about and advocate for our users — including mobile workers and technicians, dispatchers, service operations managers, and service leaders. You’ll become an embedded member of the product team, helping balance our users’ needs for collaboration, efficiency, and personalization. And as a senior member of Service Cloud Research & Insights, you will help mentor other researchers and amplify the impact of our team.

We're looking for curious individuals who want to get close to our customers and can seamlessly switch between critical thinking and operational excellence. This role reports into the Vice President of Research & Insights, Service Cloud.



  • Partner with cross-functional collaborators to surface and prioritize Field Service research needs

  • Act as a strategic business partner to key executives in Field Service, helping shape their long-term vision

  • Collaborate with Research Operations on operational priorities, including participant sourcing and vendor management

  • Establish and roll out standard processes to enable and educate our cross-functional partners

  • Help advocate for resources to achieve team objectives


  • Conduct generative and evaluative research to produce actionable insights that inform business strategy and product design and development

  • Lead end-to-end research execution, collaborating with cross-functional teams (e.g., design, product management, engineering) to plan projects and ensure insights are used

  • Apply a mix of research methods depending on business needs — including surveys, interviews, un-moderated and moderated concept and usability testing, among others

  • Create narratives to frame problems and highlight the business value of potential solutions

  • Independently manage fast-paced projects with attention to detail, consistently delivering results against project timelines.

  • Work across geographies with teams in North America, Israel, and India.

Minimum requirements

  • 8+ years of experience in user research or product research, working closely with cross-functional teams or partners

  • Proficiency in a range of research methods and standard processes, and an understanding of how to apply them to complex questions in a technology context

  • Experience leading multiple concurrent research projects end-to-end (plan, design, implement and ensure uptake)

  • Ability to work successfully with constraints (e.g., limited resources, industry-specific regulations) and adapt quickly to meet project goals

  • Proven track record of influencing product and business strategy with actionable insights

  • Excellent project management, stakeholder management, teamwork/collaboration, and written and verbal communication skills

Preferred qualifications

  • Experience contributing to the growth of a research & insights practice in a technology organization

  • Knowledge of a relevant industry or subject domain, e.g., enterprise software, Customer Relationship Management (CRM), customer service

  • Experience managing third-party vendor relationships

  • Familiarity with a broad range of user research tools


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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at and explore our company benefits at

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.For New York-based roles, the base salary hiring range for this position is $210,800 to $355,900.

For California-based roles, the base salary hiring range for this position is $210,800 to $355,900.Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: