Senior Manager, Customer Experience Research

at  Samsara

WHO WE ARE

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.
Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

FLEXIBLE WORKING

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

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.

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.
  At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.