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About the Role:
- You will build and lead new Voice of Customer programs, including NPS, CSAT, and CES, leveraging AI for continuous sentiment analysis.
- You will derive deep insights from both quantitative and qualitative data to drive systemic customer experience improvements.
- You will partner with leaders across the organization to execute listening programs and provide a holistic voice of customer assessment.
Minimum Requirements:
- 5+ years direct experience in Customer Experience, Customer Insights, or Market Research in a B2B SaaS or Fortune 500 company.
- Experience managing global customer listening posts such as NPS programs and transactional surveys.
- Strong analytical skills with experience in AI tools applied to customer understanding.
What You'll Do:
- Design and lead VoC programs, including survey design, reporting, and closed-loop processes.
- Facilitate cross-functional insight reviews and action-planning meetings to drive customer experience improvements.
- Evaluate and pilot AI tooling for CX intelligence, balancing innovation with data quality and security.
Samsara
Samsara is the pioneer of the Connected Operations™ Cloud, helping organizations harness IoT data to improve safety, efficiency, and sustainability. The company is a publicly traded firm with a global team and a culture focused on customer success, growth, and innovation.