• Build a world-class customer listening infrastructure • Design and lead new and emerging Voice of Customer (VoC) programs that provide the organization with actionable customer experience insights. This includes survey design and operations, reporting, analysis, and managing the closed loop process. • Lead internal change management and training efforts related to new VoC programs. • Derive actionable insights from quant and qual customer data. Top line and in-depth analysis of customer data to determine significance of trends, key drivers of customer experience, and impact on business and customer health. • Drive systemic customer experience improvements. Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders to drive customer experience improvements. Lead efforts targeting key customer pain points to optimize the customer experience, working cross-functionality to integrate quantitative and qualitative feedback to determine, design and implement strategic solutions. • Build and drive a robust closed loop process, ensuring world-class 1:1 follow up with our customers based on their feedback and issue resolution in real-time. • Support the implementation of a customer experience management platform, which will centralize all channels of customer feedback into one tool. • Operationalize a customer-centric culture at Samsara. Inspire the organization to listen, understand and act on customer feedback as an effective data-driven storyteller. • Be a CX thought leader. Bring industry leading trends, technologies, best practices to Samsara to continually stay best in class on customer experience programs and approaches. • 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.