Voice of Customer - Research Specialist

Position Summary

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.

Key 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.

Qualifications

• 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.

Preferred Qualifications

• 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

Skills and Qualifications

Office Policy - This role is based in-office at Samsung Ads in New York City (Midtown West). This role is in-office 3 days per week, and going to 5 days per week starting July 2026, consistent with broader Samsung America policies. Samsung offers a variety of benefits, including generous employee health, financial, and well being benefits, daily free catered lunches, top-tier devices, and more.

Additional Information:

• Travel: This role may require occasional domestic or international travel (up to 10%) for internal and external meetings.

Compensation for this role, for candidates based in New York NY is expected to be between $150,000 - $160,000 with bonus. Actual pay will be determined considering factors such as relevant skills and experience, and comparison to other employees in the role. Regular full-time employees (salaried or hourly) have access to benefits including Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more.