Customer Experience Measurements and Insights Manager

iManage•Chicago, IL

1d•Hybrid

About The Position

Being a Customer Experience Measurement & Insights Manager at iManage Means… You are a strategic leader that oversees the implementation, stewardship, and governance of our customer experience data & measurement ecosystem. This role is responsible for ensuring the accuracy, consistency, and strategic alignment of customer experience data measurement across the organization. You’ll work across a broad Customer Experience (CX) organization, spanning Customer Success, Professional Services, Adoption & Knowledge, Business Innovation, and PMO with a goal of translating the data each team generates into a coherent, trusted view of customer experience at the company level. This role sits within the Customer Experience Operations organization, reporting to the Senior Director of CX Services & Operational Excellence. This is not a purely strategic role. You'll think at the organizational level and roll up your sleeves in the data.

Requirements

7+ years of experience in measuring and analyzing customer feedback, generating insights, and using the resulting insight to drive change / influence the customer experience.
Experience working in a fast-paced SaaS organization
Strong hands-on data skills. You can define a methodology, pull and validate data, and build a dashboard using tools (such as Power BI).
An ability to analyze structured and unstructured data using multiple tools and communicate those results to a diverse audience including senior leaders
Experience performing and interpreting statistical analysis to tell data driven stories that can lead to actionable insights.
Proven ability to build relationships across large and complex organizations and to communicate effectively and influence senior leadership

Nice To Haves

Experience in legal tech, professional services technology, enterprise content management

Responsibilities

Maturing and owning the CX measurement framework that connects team-level metrics across Customer Experience into a shared, reliable view of customer experience. This includes establishing common definitions, data standards, and governance across the organization.
Taking Ownership of iManage’s Customer Health Score Model and continuing to mature the approach and measurement by partnering with SMEs across iManage to refine its inputs, validate methodology, and ensure the score accurately reflects customer health as offerings evolve.
Synthesizing data across the CX organization by working with AI tools, analytics platforms, and cross-functional data sources to translate fragmented data points into a cohesive customer narrative that informs decisions at the senior leadership level.
Acting as the connective layer between CX and the wider business by working cross-functionally with Product, Sales, Engineering, and Finance to align on how company-wide data relates to customer experience, creating shared language and data contracts that make CX insights actionable beyond the CX org.
Ensuring that key CX data is trusted, well-documented, and accessible - building the processes, and reporting standards that allow teams across the organization to interpret customer insights consistently.
Serving as the subject-matter expert on customer experience metrics, advising on best practices, measurement gaps, emerging trends, and regulatory considerations.
Partnering with senior leaders to align customer experience metrics with strategic priorities and performance frameworks.
Helping to drive customer experience activation projects with business partners to generate tangible improvements to the experience based on insights.
Championing a culture of insight-led decision-making across the Customer Experience team and beyond

Benefits

Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability!
Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation.
Own my career path with our internal development framework. Ask us more about this!
Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training.
Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture.
Enjoy flexible work hours that empower me to balance personal time with professional commitments.
Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events.
Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.
Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.
Rewarding me with an annual performance-based bonus.
Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.
Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
Having multiple company wellness days each year to prioritize mental health and well-being.
Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.