Remote VP, Global Customer Experience & Digital

Workiva Inc.; Northern (KY); Hybrid; USD 232,000 - 301,000; Full time

Benefits offered by this job

Discretionary bonus

RSUs

401(k) match

Benefits package

Job summary

Workiva Inc. in the United States seeks a visionary Vice President of Customer Experience to lead global Support, Enablement, Community, and Digital Engagement teams.

You will shape a unified, digital-first customer journey that accelerates value and scales operations, partnering with Product, Marketing, and Solution Success to deliver proactive, outcome-based experiences. The role emphasizes scaling multi-channel support, AI-powered experiences, and strong enablement programs.

Qualifications

• 15+ years of SaaS CX leadership experience.
• Experience running large-scale multi-channel support.
• Expertise in customer education and field readiness.
• Experience building online communities.
• Strong digital engagement, automation, and AI.
• Cross-functional influence with product, marketing, eng.

Responsibilities

• Lead a global, multi-tier Technical Support organization with omnichannel experiences.
• Oversee Customer Enablement, including onboarding programs and scalable education experiences.
• Build a digital-first experience strategy using automation, campaigns, and AI-powered journeys.
• Lead the strategy for the online customer community to expand engagement and advocacy.
• Oversee customer-facing communications, including release notes and lifecycle messaging.
• Define and operationalize a unified CX operating model and drive CX-level metrics.
• Develop a high-performing, diverse global team with strong leadership and collaboration across functions.

Skills

CX leadership

Multi-channel support

AI-powered support

Digital CX strategy

Enablement & learning

Community leadership

Executive communication

Cross-functional influence

Job description

Workiva Inc. in the United States seeks a visionary Vice President of Customer Experience to lead global Support, Enablement, Community, and Digital Engagement teams.

You will shape a unified, digital-first customer journey that accelerates value and scales operations, partnering with Product, Marketing, and Solution Success to deliver proactive, outcome-based experiences. The role emphasizes scaling multi-channel support, AI-powered experiences, and strong enablement programs.