Senior Manager - Customer & Partner Experience (CPX) Insights

The Senior Manager of Customer & Partner Experience (CPX) Insights is a passionate, detail-oriented, people-focused leader who leverages data & analytics to drive business impact. Managing a global team of high-performing Business Analysts, this Senior Manager delivers mission-critical insights and customer stories to enhance CPX and Workiva's future. The CPX Insights team collaborates across functions, accelerating business strategies and setting the benchmark for customer intelligence.

What You’ll Do

• Lead and manage a globally integrated team of Business Operations Analysts to deliver critical customer & partner insights for CPX and Workiva

• Manage and/or own the development, delivery, and maintenance of high-quality data, analytics, and portfolio of reporting products

• Partner with key teams and stakeholders to deliver key insights and analytical capabilities (e.g., Data & Analytics, Product, GTM, Finance, IT)

• Manage and engage with key stakeholders across CPX and Workiva to set expectations and drive mission-critical work efforts (e.g., Strategic Initiatives)

• Lead and/or engage in key data and insights-related efforts (e.g., data governance, product usage analytics, scorecarding, etc.)

• Elevate functional & technical skills across the CPX Insights team

• Ensure strong team performance, positive group dynamics and high quality output of the CPX Insights team

• Lead with empathy, trust, and transparency

What You’ll Need

Minimum Qualifications

• 8+ years experience in business intelligence, customer insights, and/or analytics engineering or related field

• 3+ years of management experience and cross functional leadership experience, including supervisor experience of managers

• Bachelor’s degree - an advanced degree will be considered in lieu of experience

Preferred Qualifications

• MBA or Masters in Data Science/Analytics preferred

• Experience managing high-performing data & analytics/insights teams in globally-integrated organization

• Strong experience building and delivering high quality reporting and analysis to key stakeholders in a globally-integrated organization

• Strong business acumen and understanding of Customer Success, Technical Support, Client Services, and Partnerships / Alliances functions

• Familiarity with the customer journey, CX metrics, and key analyses & customer feedback programs.

• Familiarity with customer lifecycle measurements, health scoring, and upsell/cross-sell models in a multi-product enterprise software environment

• Familiarity with statistical analysis, scripting, and modeling tools (e.g., Python and/or R).

• Familiarity with data transformation/integration tools and BI tools (e.g., DBT, Quicksight, Looker, Power BI, Tableau)

• Understanding of statistical testing methods (e.g., A/B, Hypothesis, Multivariate, User Acceptance) and best practices in gathering / analyzing large amounts of customer data

• Demonstrated ability to lead, prioritize, and enhance reporting/analytics products using Agile Development and Product Management methodologies

• Strong ability to “tell the story” behind the data

• Strong verbal/written communication & presentation skills

Telecommuting Requirements & Working Conditions

• Fully remote with 10-25% travel required

• US preferred with occasional need to access local Workiva offices

How You’ll Be Rewarded

✅ A discretionary bonus typically paid annually

✅ Restricted Stock Units granted at time of hire

✅ 401(k) match and comprehensive employee benefits package

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

Workiva is an Equal Employment Opportunity and Affirmative Action Employer.  We believe that great minds think differently.  We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation.  Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.  We strongly encourage and welcome people from historically marginalized groups to apply.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com.
 

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.