Lead Data Analyst, Customer Feedback - San Francisco, CA, United States - Salesforce

Description

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

Data 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. The Research & Insights team plays an integral role in helping to transform the future of Salesforce. We ask our customers important questions because their honest feedback is crucial to our company's growth. Our organization analyzes data to drive innovation and decision-making that reflects the reality of how our customers use Salesforce. Our findings inspire stakeholders to build better experiences and develop products that best serve our customers' needs. From the initial spark of an idea to our customer success, we share holistic and deep insights that balance both business and customer needs. Job Details The Data Analyst Lead - Customer Feedback position is a fantastic opportunity to join a growing team that is responsible for collecting customer feedback at scale through both our IdeaExchange tool as well as our Voice of the Customer tool: IdeaExchange helps Salesforce collect product feedback directly from customers. Voice of the Customer is Salesforce's internal tool used to collect product feedback from customer-facing Salesforce employees (e.g. sales and support teams). Both tools are built on the Salesforce platform. These two tools align to give Salesforce a 360° perspective on our customers' jobs to be done, which informs our product teams' roadmaps. This position will place you right at the center of the action, providing an opportunity to make an impact on our customer's product experience and guide our product teams' vision for the future of Salesforce products. This role will sit within the Research and Insights team, part of our Technology & Products organization. The Data Analyst will own and manage some of our largest customer feedback data sets, contribute to requirements-gathering to support our customer feedback product vision, support program management to ensure data is delivered to our product leadership stakeholders in a consistent and usable way, build reports and dashboards (both in and outside of Salesforce) to elevate important information to our stakeholder groups, and perform ongoing data analysis. In This Role, You Will Be Responsible For Strategy and Stakeholder Management

• Work cross functionally to define and own the strategy for managing and surfacing customer feedback data
• Partner with Salesforce administrators and developers to define (i.e. gather requirements) and build new features, data model improvements, and data entry flow updates to improve the ease of use of our customer feedback tools
• Partner with researchers to triangulate data and generate insights based on customer feedback

Data Analysis

• Own and manage the dataset for some of our largest customer feedback channels
• Analyze large datasets to identify trends and patterns and ensure data accuracy and quality
• Explore innovative approaches to combine and triangulate various sources of customer feedback, such as IdeaExchange and Voice of the Customer, to offer comprehensive insights to Product Managers
• Perform ongoing data analysis around the usage of our tools to uncover new insights about our user base and how we can best support their needs
• Execute a complete data cleanup exercise to delete old or misused records, de-duplicate, merge, and recategorize on the current dataset
• Note: Data is stored in custom Salesforce orgs, so Salesforce administrative experience is a plus.

Reporting and Insights

• Build reports and dashboards in Salesforce to elevate important information to our Product Leadership
• Support the Program Manager's needs to ensure our insights are delivered on time, are information rich, and are actionable by our Product Managers
• Provide ad-hoc reports to support major milestones and Salesforce events (e.g. Dreamforce)

Professional Experience/Skills Required

• Bachelor's or Master's degree in a quantitative field (e.g, Mathematics, Statistics, Information Science, Operations Research) or equivalent work experience
• 5-7 years minimum of relevant work experience in data analysis or business analysis
• Proficiency in data analysis tools such as Excel, SQL, and statistical software (e.g., Python, R)
• Experience with data visualization tools (e.g., Tableau)
• Demonstrated experience owning and analyzing complex datasets
• Experience in defining a business problem, analyzing the results, and presenting a compelling argument
• Ability to work independently and as part of a team, effectively communicating with stakeholders and managing multiple projects

Professional Experience/Skills Preferred

• Experience working with customer feedback
• Experience working with research, analytics, or technical environments
• Salesforce Administrator certification and/or experience building reports and dashboards in Salesforce

Accommodations If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. 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 $168,300 to $231,500. For Colorado-based roles, the base salary hiring range for this position is $140,200 to $192,900. For Washington-based roles, the base salary hiring range for this position is $154,300 to $212,200. For California-based roles, the base salary hiring range for this position is $168,300 to $231,500. 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: #J-18808-Ljbffr