CX Strategy Solutions Lead
New
S
SamsaraB2B SaaS
This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.Full-TimeLead
Salary126,000 - 202,500 USD per year OTE
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Job Details
- Experience
- 8+ years
- Required Skills
- Artificial IntelligenceData AnalysisMarket ResearchLLM
Requirements
- 8+ years of direct experience in Customer Experience, Customer Insights, or Market Research in a B2B SaaS or enterprise technology company.
- Hands-on experience with AI tools applied to customer understanding (LLM-based analysis, automated theme extraction).
- Experience designing and managing global VoC programs, NPS, CSAT, and event-based listening.
- Strong analytical skills with experience interpreting complex quantitative and qualitative data.
- Experience building and managing a CX or feedback technology platform (e.g., Qualtrics, Medallia).
- Proven ability to influence senior and cross-functional stakeholders without direct authority.
- Exceptional written and verbal communication skills.
- Entrepreneurial mindset with experience building programs from the ground up.
Responsibilities
- Operate a world-class AI-powered customer listening infrastructure.
- Design and run Voice of Customer programs, NPS, CSAT, CES, and transactional surveys.
- Drive the implementation and management of a centralized experience platform.
- Serve as the internal system owner for Qualtrics.
- Derive AI-powered insights using LLM-based theme extraction and sentiment analysis.
- Build and scale a closed-loop excellence program for customer friction points.
- Facilitate cross-functional insight reviews and action-planning sessions.
- Operationalize AI tooling for CX intelligence.
- Build AI-inferred customer sentiment models.
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