Quick overview
Job description
The primary focus of this role is improving customer satisfaction, strengthening the overall user experience, and driving measurable improvements in Net Promoter Score (NPS). This individual will take ownership of understanding the customer journey, identifying friction points, analyzing customer feedback, and translating insights into actionable improvements that increase satisfaction, engagement, and product adoption.
The role will lead Voice of the Customer (VoC) initiatives, including NPS measurement, customer surveys, app store reviews, and user feedback analysis, while partnering closely with Product Management to influence product enhancements and the overall customer experience.
In this role, you will serve as an advocate for our users, leading UX Research, Voice of the Customer (VoC), and User Education efforts across the product lifecycle from early discovery and concept validation through usability testing, launch, and continuous customer feedback. You will bring together insights from UX research, surveys, app reviews, NPS, product analytics, and other customer signals to build a holistic understanding of the customer experience and translate those insights into clear, actionable recommendations.
You will operate with a high degree of autonomy, proactively identifying research and customer experience opportunities and partnering closely with Product, Design, Engineering, Marketing, leadership, and carrier/customer partners to ensure user needs are embedded in how products and experiences are defined, prioritized, and improved, while balancing end-user needs, customer requirements, and business priorities in a B2B2C environment.
Responsibilities:
- Own and drive initiatives to improve Net Promoter Score (NPS), customer satisfaction, and the overall user experience.
- Monitor NPS results, customer satisfaction trends, and feedback to identify opportunities for improvement and address customer pain points.
- Develop actionable strategies to improve customer loyalty, engagement, retention, and product adoption.
- Lead Voice of the Customer initiatives, including customer surveys, feedback programs, app store reviews, and other customer insight channels.
- Analyze qualitative and quantitative customer feedback to identify recurring issues, experience gaps, and opportunities to enhance the product.
- Translate customer insights into meaningful recommendations for Product Management and cross-functional stakeholders.
- Conduct user research, usability studies, customer interviews, and journey mapping to better understand user behaviors, expectations, and challenges.
- Identify friction points throughout the customer journey and recommend improvements that create a more intuitive and effective user experience.
- Partner with Product Management, Engineering, and other stakeholders to influence product enhancements and prioritize improvements based on customer needs and research findings.
- Identify opportunities to improve user understanding, product awareness, and feature adoption through customer education and engagement initiatives.
- Provide insights that support user communications, onboarding, and ongoing product experience improvements.
- Measure the effectiveness of experience improvements and communicate results and recommendations to leadership.
1. NPS & Customer Experience
2. Voice of the Customer (VoC) & Customer Insights
3. User Experience Research & Product Improvement
4. Product Education & Engagement
Qualifications:
- 5+ years of experience in UX Research, Customer Insights, Human-Centered Design, or a related field, with demonstrated experience influencing product strategy and design through research.
- Bachelor’s or master’s degree in human-Computer Interaction, Psychology, Cognitive Science, Anthropology, Behavioral Science, Design, Statistics, Economics, or a related field.
- Demonstrated experience leading end-to-end UX research, including research planning, participant recruitment, moderation, analysis, synthesis, and translating findings into actionable recommendations.
- Experience managing Voice of the Customer (VoC) programs, including surveys, NPS, app reviews, and other qualitative and quantitative customer feedback.
- Strong ability to synthesize research and user data into insights that directly inform product direction and business decision making.
- Demonstrated ownership mentality, with a track record of proactively identifying problems, driving solutions, and effectively prioritizing when capacity is limited.
- Ability to balance tactical execution with strategic objectives while managing multiple products, customer accounts, research initiatives, and recurring responsibilities.
- Comfortable working in an ambiguous and fast-changing environment, challenging assumptions when evidence points in another direction.
- Demonstrated ability to influence without authority in cross functional, Agile environments.
- Experience presenting research and customer insights to cross-functional teams, senior leadership, and external customers/partners, with the ability to translate complex findings into compelling narratives and drive action.
- Experience with tools such as Figma/FigJam, UserTesting, Apptentive/Alchemer, Firebase Messaging, Microsoft Excel, Microsoft PowerPoint, and product analytics platforms is preferred.
- Proficient in English (written and verbal).
Smith Micro is an Equal Opportunity Employer.
WORK ENVIRONMENT/PHYSICAL DEMANDS SUMMARY:
The incumbent typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. Incumbent may encounter frequent interruptions throughout the workday.
The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 20 pounds.
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees may be required to perform other related duties as assigned, to ensure workload coverage. Employees are required to follow any other job-related instructions and to perform any other job-related duties requested by their
supervisor.
This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change. The job specification requirements stated are representative of minimum levels of knowledge, skills, and abilities to perform this job successfully. Any satisfactory equivalent combination of experience and training which ensures the ability to perform the work may substitute for the above so that the employee will possess the abilities or aptitudes to perform each duty proficiently.
We seek innovative individuals who possess an entrepreneurial mindset. We don't simply hire anyone; we're looking for exceptional individuals like yourself—those who are motivated, laser-focused, and intrigued by the dynamic world of technology.