About the role:

As Senior Director of Samsara’s Customer Experience Strategy team, you will play a pivotal role in improving our customers’ experience, loyalty, and growth by influencing the company and senior leadership to action using customer experience insights. You will build and spearhead a customer experience focus that drives innovation in how we serve our customers. You will be responsible for: 

• Building and managing the Customer Experience Strategy team whose primary focus will be to drive improvement across the entire customer journey through quantitative insights, qualitative strategic research, journey mapping, and design-thinking techniques 
• Driving improvement in the best practice implementation and closed-loop processes around quantitative customer experience programs (e.g., NPS, CSAT) 
• Utilizing qualitative customer experience programs for key company priorities (e.g., journey mapping, qualitative research, design thinking workshops) 
• Working cross-functionally to drive customer data-driven decisions (e.g., helping set priorities, managing progress, reducing friction) and building a culture of focus on the end-to-end customer experience across Samsara 
• Working on critical strategic initiatives that make an impact on our customers’ experience

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 innate curiosity in 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 customers 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 focus on winning as a team.

Click here to learn about what we value at Samsara.

In this role, you will:

• Build and execute a vision for Customer Experience that is aligned with our strategic goals and aims to deliver a frictionless and valuable experience for our Customers 
• Build and scale our voice of customer programs and feedback loops – collaborating with key stakeholders to democratize quantitative customer feedback and insights (e.g., marketing, tech, support, success, etc.) 
• Design Samsara’s Customer Experience economics loyalty model, quantifying the financial impact of customer experience on key financial metrics and the ROI of CX improvement initiatives 
• Build and scale the strategic qualitative research and innovation function - including use of journey mapping in key cross-functional projects to identify moments that matter and improvement opportunities 
• Centralize how we collect and evaluate customer feedback across the company and establish best-in-class use of CX methodologies and measurement tools across the company 
• Spearhead efforts targeting key customer pain points to optimize the customer experience, working cross-functionality to integrate quantitative and qualitative feedback to identify, design, and implement strategic solutions 
• Act as the voice of the customer internally to challenge status quo, work with customer-facing teams to drive CX improvement, and advocate for customer voice in all key priorities (e.g., workshop facilitation) 
• Bring industry-leading trends, technologies, and best practices to Samsara to continually stay best in class on customer experience programs and approaches 
• Champion CX internally and work to build buy-in across key cross-functional partners for the role of customer's voice
• Design and implement key technology, processes, and cultural reinforcements to drive an internal culture of customer-centricity at scale (e.g., written publications, live events) 
• Develop and present regular customer insights reports that highlight our top CX wins, challenges, and recommendations 
• 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:

• 8 years of experience in customer experience, strategy, consulting, and technology 
• Strong analytical and problem-solving skills, with the ability to make sense of complex quantitative and qualitative data
• Experience with survey design, running quantitative Voice of Customer programs, journey mapping, qualitative research (IDIs, focus groups, CABs), and design thinking 
• Excellent communication skills, able to convey strategic insights and recommendations across all levels of the organization
• Ability to work without supervision, manage multiple projects at the same time, and pay attention to detail 
• Entrepreneurial mindset, ready to try new things and tackle challenges in a fast-paced, innovative environment
• This is a building role - must be ready and excited to build this team from the ground up and shape its role within the company

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