Role Description We are seeking a passionate and detail-oriented User Experience Researcher and Workflow Analyst to join our Business Applications team. This unique role will be focused on enhancing the internal user experience of our Salesforce platform and optimizing end-user workflows. The ideal candidate will have a strong blend of user research, process analysis, and UX design skills. By collaborating with internal stakeholders, scrum teams, and our Salesforce Platform Architect, you will play a key role in advancing how our organization leverages Salesforce, with a focus on creating intuitive and efficient user experiences that drive productivity and reduce pain points. - Conduct interviews, surveys, focus groups, and usability studies with internal users to understand their needs, behaviors, and interactions with Salesforce processes. - Develop and maintain detailed user personas to reflect various roles and needs across the organization. - Analyze user pain points and challenges across existing workflows and processes on the Salesforce platform. - Collaborate with cross-functional stakeholders to map, analyze, and document current workflows and user journeys. - Evaluate workflow inefficiencies and bottlenecks, offering actionable insights and recommendations for improvement. - Create data-driven recommendations, wireframes, process flow diagrams, and mockups for improving user workflows and experiences. - Collaborate with the Salesforce Platform Architect and scrum teams to translate recommendations into technical implementation plans that align with system capabilities and roadmap priorities. - Act as a liaison between internal teams and technical teams to ensure user-centric designs are effectively prioritized and implemented. - Present findings, research insights, and workflow improvements to leadership and stakeholders. - Stay up-to-date on UX best practices, Salesforce functionality, and workflow optimization trends to continually improve processes across the organization. - Define and monitor key usability and adoption KPIs for workflows to understand where the next focus area should be and ensure changes are not having a negative impact. Qualifications - 4+ years of experience in user research, UX design, business analysis, or similar roles, preferably within a Salesforce environment. - Proven experience conducting qualitative and quantitative user research techniques and synthesizing results into actionable insights. - Strong knowledge of workflow/process mapping tools (e.g., Lucidchart, Visio, Miro). - Experience designing wireframes or creating user interfaces using tools such as Figma, Sketch, or Adobe XD. - Exceptional communication and collaboration skills; ability to facilitate discussions and gain alignment across various teams and levels of the organization. - Familiarity with Agile/Scrum methodologies is a plus. - Salesforce knowledge (either as a user, admin, or analyst) is strongly preferred. Requirements - Salesforce certifications, such as Salesforce Administrator or Business Analyst, are a plus. - Hands-on experience using user testing platforms or tools (e.g., UserTesting, Optimal Workshop). - Knowledge of change management practices or Human-Centered Design frameworks. Benefits - Comprehensive health benefits, life and disability insurance, and fertility and family-forming support program. - Generous paid time off, paid holidays, volunteer time off, and quarterly self-care days and no meeting days. - Tuition and reading reimbursement programs to support your continuous learning and professional growth. - Thrive Global Wellness Program, confidential Employee Assistance Program (EAP), as well as One to One Wellness Coaching. - Employee programs—including Employee Resource Groups (ERGs), GoTo Gives, and our charitable matching program—to amplify your connection and impact. - GoTo performance bonus program to celebrate your impact and contributions. - Monthly remote work stipend to support your home office expenses.