Job Description

User Experience Researcher

The User Experience Design Studio (UXDS) is a team of over 60 talented and hard-working researchers, interaction designers, visual designers, and front-end engineers who collaborate closely to bring Salesforce Marketing Cloud products to life.

Role Description

The User Experience Researcher, through close collaboration with customers, will be a key member of cross-functional teams working to conceive of and shape useful and usable products. The User Researcher's goals are to serve as the primary user advocate on project teams, to inform and inspire those teams with their thoughtful and thorough application of user research, and to help make the overall user experience as easy, intuitive, and effective as possible.

Your Impact

A User Researcher provides a continuous cycle of learning from the problem identification phase, through the implementation and execution phases, to market launch and beyond. A successful candidate will apply their extensive knowledge of user research methodologies to create long-term research plans and protocols, collect user data and feedback, and craft clear, concise, and actionable recommendations that balance user needs with business objectives.

End-to-end implementation of qualitative and quantitative user-centered research (e.g., user and task analysis, heuristic evaluations, surveys, contextual inquiry, and iterative user testing--including formative and summative)

For any given research activity:

• Collaborate with Product Management to develop and understand business goals, target personas, user stories and user flows
• Identify the best timing and methodology to meet the business and research goals
• Define discussion topics / questions that will yield actionable feedback that is directly relevant to the goals
• Coordinate participant recruitment with Relationship Managers, develop and apply study screener to fill study sessions
• Develop a research plan that outlines the goals & methodology
• Write study protocol that documents the topics / research questions to be covered during sessions
• Collaborate with Design and Architecture to ensure appropriate test materials are available (e.g., wireframes, clickable mockups, prototype)
• Moderate study sessions
• Analyze research data and compile results that summarize participants feedback, identifies themes, and provides actionable product & design recommendations that address both user and business concerns; ensure stakeholders are satisfied with the results and present results to a larger audience as needed
• Work with Interaction Designers to create conceptual designs based on user research and user stories

Minimum Requirements

4-6 years experience planning, conducting, and reporting on research to produce actionable results that inform product design and development

Advanced degree or equivalent in HCI, Human Factors, Cognitive Psychology, or a related field

Excellent written and verbal communication skills

Portfolio of work samples

Preferred Requirements

Experience working with cross-functional UX design teams

Direct experience with Morae and web conferencing software like Webex for conducting research with remote users preferred

Experience with video and visual presentations of research results is a plus

Experience with rapid prototyping tools such as Axure is a plus

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