Voice of Customer - Research Specialist

Responsibilities

• Customer Feedback Collection: Design and execute primary research studies (e.g., surveys, interviews, focus groups, customer councils) to gather customer insights across Samsung Ads' offerings.
• Data Analysis & Reporting: Analyze customer feedback data to identify trends, pain points, and opportunities for improvement. Present findings in clear, actionable reports for internal stakeholders.
• Voice of Customer Programs: Support the development and management of VoC programs, including Customer Councils and Design Partner Programs, to ensure customer perspectives are integrated into product development and strategy.
• Cross-Functional Collaboration: Partner with Sales, Product Managers, Product Strategy, Commercialization, and other teams to ensure customer insights inform decision-making and drive innovation.
• Research Best Practices: Stay updated on industry research methodologies and best practices, ensuring the team's work remains cutting-edge and effective.

Requirements

• Experience: 8+ years in market research, customer insights, or a related field, with a focus on primary research methodologies.
• Industry experience: 5+ years of experience in advertising, business development, media, programmatic, digital, B2B solutions and partnerships
• Skills: Strong qualitative and quantitative research skills; proficiency in data analysis tools (e.g., Excel, Tableau; Qualtrics; Google Surveys); excellent communication and presentation skills (Powerpoint, Google Slides, executive briefings, etc).
• Customer Focus: Obsessed with understanding customer needs and translating feedback into actionable insights.
• Collaboration: Experience working cross-functionally with product, engineering, Sales, and GTM teams.
• Planning and Detail oriented: Periodically support or co-lead Customer Events related to research or insights sharing.
• Familiarity with Samsung Ads products (programmatic/direct offerings, device capabilities, Samsung TV+).
• Direct experience with leading media/CTV/OTT advertising platforms (e.g., Meta, Netflix, Google, Amazon, Roku, Disney, Trade Desk, etc).
• Passionate about data, statistical significance; familiar with qualitative and quantitative research methodologies.
• Ability to manage multiple deliverables under tight deadlines.
• Strong Operator: Exceptionally organized and capable of managing a variety of deliverables with tight timelines for executives
• Additional Information:
• Travel: This role may require occasional domestic or international travel (up to 10%) for internal and external meetings.
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Benefits

Additional Information

Position Summary Samsung Ads is an advanced advertising platform that leverages Samsung's massive first-party TV data to help brands connect with audiences across all screens. With over 200 million Samsung Smart TVs worldwide, we provide advertisers with unparalleled reach and insights into TV viewership. We are at the forefront of the connected TV revolution, delivering advertising solutions that are intelligent, innovative, and effective. At Samsung Ads, we're redefining the future of digital advertising by connecting brands with audiences in innovative ways. As a global leader in technology and innovation, we're looking for a Senior Product Marketing Manager to lead our efforts in North America and beyond, shaping the future of our product marketing strategy for Samsung's upper-funnel video solutions focused on reach, awareness, and audiences. Role and Responsibilities We are seeking a detail-oriented and customer-focused Voice of Customer Research Specialist to lead primary research initiatives within our Customer Insights & Market Research team. This role will be responsible for gathering, analyzing, and translating customer feedback into actionable insights to drive product and service improvements. The ideal candidate will have a strong background in qualitative and quantitative research, a passion for understanding customer needs, and the ability to collaborate cross-functionally to deliver impactful results.

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