Remote CX Strategy Lead AI-Driven VoC & Insights

Samsara; Northern (KY); Hybrid; USD 107,000 - 162,000; Full time

Benefits offered by this job

Flexible remote work

Professional development stipend

Health benefits

Job summary

Samsara is seeking a senior Customer Experience Strategy specialist to advance end-to-end customer journeys using VoC signals and AI-driven analysis. You will partner with leaders to implement listening programs, extract meaningful insights, and drive actions across functions to improve loyalty and growth.

You’ll design real-time customer sentiment analyses, lead cross-functional reviews, and champion a data-driven culture that elevates Samsara’s customer experience at scale.

Qualifications

• 5+ years direct experience in Customer Experience, Customer Insights, Partner Experience, or Market Research in a B2B SaaS or Fortune 500 Company.
• Travel: 2-3 times/quarter (1-2 days per trip) to gain first-hand understanding.
• Experience managing global listening posts such as NPS, advisory boards, transactional surveys.
• Knowledge of survey design and research methods.
• Experience analyzing qualitative and quantitative data and constructing narratives.
• Strong presentation skills for executive audiences.
• Hands-on experience with AI tools in CX (LLM theme extraction, AI sentiment).
• Willingness to influence and partner with diverse stakeholders.

Responsibilities

• Build a world-class customer listening infrastructure and lead VoC programs with real-time sentiment.
• Derive rich insights from quantitative and qualitative data and surface drivers.
• Drive systemic CX improvements with cross-functional reviews and action plans.
• Pilot AI tooling for CX intelligence while ensuring data quality and security.
• Operationalize a customer-centric culture and tell data-driven stories across the org.
• Be a CX and AI thought leader, bringing emerging trends to Samsara.

Skills

VoC program mgmt

Data analysis

AI in CX

Storytelling with data

Cross-functional collaboration

Presentation skills

Tools

Qualtrics

Medallia

Job description

Samsara is seeking a senior Customer Experience Strategy specialist to advance end-to-end customer journeys using VoC signals and AI-driven analysis. You will partner with leaders to implement listening programs, extract meaningful insights, and drive actions across functions to improve loyalty and growth.

You’ll design real-time customer sentiment analyses, lead cross-functional reviews, and champion a data-driven culture that elevates Samsara’s customer experience at scale.