CX Insights & Metrics Leader — Hybrid

imanagecom; Chicago (IL); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Annual performance-based bonus

Health/Vision/Dental/Life Insurance

401k with company match up to 4%

Flexible time off

LinkedIn Learning access

Job summary

iManage is seeking an analytics leader to own CX measurement and the customer health model. You will connect data from Gainsight, Zendesk, Salesforce, and product usage to produce trusted insights for senior leaders.

You will collaborate across Product, Sales, Engineering, and Finance, establishing governance and clear data definitions while building dashboards that drive action and measurable improvements in customer experience.

Qualifications

• 5–7+ years of experience in data analytics, CX measurement, or customer insights.
• Experience building or improving a customer health model or analytics function.
• Hands-on data skills: define methodology, pull data, and build dashboards.
• Comfort with multi-source datasets and separating signal from noise.
• Ability to interpret analysis and communicate findings to senior stakeholders.
• Proven ability to collaborate across large organisations.

Responsibilities

• Own and mature the CX measurement framework and data definitions.
• Lead end-to-end ownership of iManage's Customer Health Score.
• Synthesize data from CX platforms, product usage, and Zendesk to surface patterns.
• Translate insights into narratives for senior leadership decisions.
• Collaborate cross-functionally with Product, Sales, Engineering, and Finance.
• Build and maintain dashboards and reporting standards across teams.

Skills

CX analytics

Data governance

Dashboard development

Cross-functional collaboration

Storytelling to executives

Education

Bachelor's degree in a relevant field

Tools

Gainsight

Zendesk

Salesforce

Totango

Job description

iManage is seeking an analytics leader to own CX measurement and the customer health model. You will connect data from Gainsight, Zendesk, Salesforce, and product usage to produce trusted insights for senior leaders.

You will collaborate across Product, Sales, Engineering, and Finance, establishing governance and clear data definitions while building dashboards that drive action and measurable improvements in customer experience.