About the role:
As a leader of the Customer Experience Research function and a critical member of the Customer Experience Strategy team, you will focus on advancing our mission of delivering a superior experience throughout the customers’ end-to-end journey. You will play a pivotal role in improving our customers’ experience, loyalty and growth by influencing the company and our leadership to action, using strategic customer research and human-centered design strategies. This role reports directly to the Head of Customer Experience Strategy, and is expected to build a team as the CX function grows.
You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, and most importantly, ensure workers return home safely.
- You have an innate curiosity about how businesses work: One day you’ll meet with someone in waste management and the next you may be learning about the inner workings of a food distribution center. Our top sales team members seek to learn the ins and outs of the businesses they support in order to make a larger impact.
- You build genuine relationships with your customers: The industries we serve have relied on pen-and-paper solutions for years and haven’t been met with the type of technology we offer. Our customer's value earned trust and human relationships built over time.
- You want to be with the best: Samsara’s high-performance culture means you’ll be surrounded by the best and challenged to go farther than you have before.
- You are a team player: At Samsara, sales is a team sport. We help each other out by sharing best practices and focusing on winning as a team.
In this role, you will:
- Lead Customer Experience research to gain deep insights into customer behaviors, needs, and critical challenges, and use these insights to inform Samsara’s customer experience strategy.
- Project manage strategic research programs including setting objectives, recruiting participants, writing discussion guides, scheduling and performing research, and producing insights that drive customer-centric action.
- Engage in critical strategic initiatives that have significant impact on the customer experience, ensuring that our services and products resonate with customers on a human level.
- Distill complex customer experience data into a concise, compelling call to action, informing decision-makers on how to improve the overall customer journey.
- Partner cross-functionally to develop and execute culture change plans that actively involve employees and place the customer at the center of every business decision.
- Stay ahead of customer expectations by identifying emergent needs and championing innovative approaches that enhance the end-to-end customer experience.
- Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.
- Hire, develop and lead an inclusive, engaged, and high performing team.
Minimum requirements for the role:
- 5+ years of experience in strategic customer research: Proven success uncovering key insights through customer research and leveraging the insights to drive action.
- Mastery of experience design disciplines: Expertise leading complex qualitative customer research projects, leading customer interviews, facilitating customer journey mapping workshops, leading Customer Advisory Boards (CABs) and design thinking sessions.
- Experience building trusting relationships: Establish and maintain trusting relationships, including with executive audiences.
- Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics.
- Strong analytical and logical reasoning skills; deep sense of curiosity.
- Comfort in a fast-paced environment, managing multiple projects simultaneously.
- Willingness to roll up your sleeves; no task is too big or small.
- Demonstrated passion for Customer Experience and acting as an advocate for customers.
- Strong presentation skills, able to convey complex ideas in a clear, concise manner both verbally and in writing, comfortable in business and technical discussions. Ability to synthesize a broad set of information into a cohesive narrative.
- Experience using Miro, Mural or similar tools to design and facilitate online workshops.