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About the Role

The SVP, Research + Insights will lead Research across Salesforce Experience Design and build a continuous intelligence capability spanning Customer 360, Platform, Data 360, Agentforce, Slack, and emerging surfaces. This executive will move Research further upstream into enterprise and product strategy while extending evaluation through implementation, production, and longitudinal use.

Responsibilities

Establish one enterprise Research + Insights agenda tied to Salesforce's most consequential customer, product, platform, architecture, and business decisions.
Build Experience Intelligence as a live, cumulative understanding of how customers, industries, organizations, roles, and work actually operate and how they change over time.
Ensure foundational, generative, and evaluative research shape product strategy before solution direction and roadmap commitments harden.
Create a continuous evaluation system spanning early concepts, working prototypes, implementations, shipped products, production behavior, and longitudinal customer outcomes.
Define the research and measurement models Salesforce needs for human-agent collaboration, including trust, delegation, autonomy, authority, observability, intervention, correction, escalation, learning, and recovery.
Integrate relevant evidence across Product Analytics, Marketing, Sales, Customer Success, Support, Services, Trust, implementation, and market intelligence without duplicating those organizations or collapsing distinct evidence into one score.
Build a durable knowledge system that makes customer and product evidence searchable, reusable, appropriately contextualized, and available at the moment consequential decisions are made.
Protect the independence and integrity of customer evidence, including confidence, limitations, contradictions, and unresolved questions, even when the findings challenge a committed direction.
Recruit and develop an exceptional bench of research leaders, distinguished researchers, behavioral scientists, measurement experts, research technologists, knowledge architects, and Research Operations talent.

Requirements

A record of leading Research across a complex, multi-product enterprise, platform, or ecosystem at significant scale.
Evidence that research you personally led changed product strategy, architecture, investment, operating decisions, or shipped experiences, not merely stakeholder understanding.
Deep expertise across qualitative research, behavioral science, mixed methods, experimentation, measurement, and interpretation of product and production data.
Meaningful experience with AI, automation, human factors, intelligent systems, trust, or human-machine collaboration.
The ability to reconstruct how complex domains and people actually work across roles, systems, incentives, constraints, implementations, and time.
Demonstrated strength in foundational research, generative product influence, continuous evaluation, and enterprise synthesis.
Experience integrating qualitative, quantitative, behavioral, commercial, implementation, and service evidence without overstating certainty or confusing correlation with customer understanding.
Executive presence and organizational courage sufficient to challenge powerful stakeholders, protect difficult findings, and redirect consequential decisions.
Experience leading a centrally connected research organization with senior portfolio leaders and deeply embedded teams.
A record of identifying, recruiting, and developing exceptional research leaders and distinguished practitioners.

Skills

AI CRM
Customer Success
AI
Innovation
Research
Experience Design
Customer 360
Platform
Data 360
Agentforce
Slack
Enterprise Experience Intelligence
Foresight
Portfolio Research
Human-Agent Research
Behavioral Science
Trust
Delegation
Measurement
Research Operations
Knowledge Management
Qualitative Research
Mixed Methods
Experimentation
Product Analytics
Marketing
Sales
Customer Success
Support
Services
Trust
Implementation
Market Intelligence
Human Factors
Intelligent Systems
Human-Machine Collaboration
Product Strategy
Architecture
Product Development
Organizational Change

Location

Select cities within the San Francisco and New York City metropolitan area

Work Type

Full-time

Experience Level

SVP
Executive

Salary/Compensations

$399,000 - $453,000 annually

Benefits

Time off programs
Medical
Dental
Vision
Mental health support
Paid parental leave
Life insurance
Disability insurance
401(k)
Employee stock purchasing program

About the Company

Salesforce is the #1 AI CRM, where humans with agents drive customer success together.
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.
Agentforce is the future of AI, and you are the future of Salesforce.

Equal Opportunity

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
At Salesforce, we believe in equality for all.
We believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.
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.
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.