VP, Global CX & Digital Experience Leader

Workiva Inc.; United States; À distance; USD 232 000 - 301 000; Plein temps

Avantages offerts par ce poste

Discretionary bonus

RSUs granted at hire

401(k) match

Résumé du poste

Workiva Inc. is seeking a dynamic Vice President of Customer Experience to lead global Support, Enablement, Community, and Digital Engagement. This role shapes a unified, digital-first customer journey that accelerates value and scales efficiently across segments.

The ideal candidate will drive omnichannel support, develop scalable enablement programs, and lead AI-powered CX initiatives. A strategic partner to Product, Engineering, and Marketing, you will build a high-performing, diverse global

Qualifications

• 15+ years of experience in Customer Experience, Support, Enablement, or related SaaS leadership roles.
• Proven success running large-scale, multi-channel support organizations and/or digital CX programs.
• Demonstrated expertise in customer education, learning design, and field readiness.
• Experience building and scaling thriving online communities.
• Strong background in customer communications, ideally in SaaS or complex product environments.
• Deep understanding of digital engagement, automation, AI-powered support, and scaled success motions.
• Strong operational acumen with the ability to build processes, systems, and operating rhythms that scale.
• Highly empathetic leader with excellent communication, executive presence, and cross-functional influence with Product, Engineering, Marketing and Business Technology leaders.
• A passion for building simple, intuitive experiences that help customers realize value quickly.

Responsabilités

• Lead a global, multi-tier Technical Support organization focused on high-quality, omnichannel support experiences.
• Drive operational excellence through rigorous metrics (CSAT, CES, deflection, FRT, FCR, utilization, cost-to-serve).
• Expand and optimize self-service and hybrid experiences, AI-assisted support workflows, and automated troubleshooting.
• Partner closely with Product and Engineering to resolve escalations and influence roadmap priorities.
• Oversee Customer Enablement, including onboarding programs (in partnership with VP Solution Success), learning paths, curriculum design, certification, and scalable education experiences.
• Lead Field Enablement to ensure CSMs, Solution Success, Support Engineers and supporting teams are equipped with the skills, messaging, and tools to drive adoption and deliver value.
• Build an integrated enablement strategy that aligns product launches, success motions, and customer lifecycle milestones.
• Build a digital-first experience strategy leveraging automation, in-product guidance, campaigns, webinars, and AI-powered journeys.
• Own scaled content and knowledge management across CX (KCS, LMS, taxonomy, search optimization, content freshness).
• Partner with Product, Marketing, and Customer & Solution Success to deliver cohesive digital programs that reduce friction and accelerate time-to-value.
• Lead the strategy for our online customer community—expanding user-led engagement, best practice sharing, thought leadership, and peer-to-peer problem-solving.
• Develop community programs that fuel product adoption, reduce support volume, and mobilize customer advocates.
• Oversee customer-facing communications, including release notes, product updates, incident communications, migrations, and lifecycle messaging.
• Ensure communications are clear, timely, consistent, and aligned across Support, Success, Product, and Marketing.
• Establish a governance model for customer communications to ensure quality and reduce noise.
• Define and operationalize a unified CX operating model built on simplicity, consistency, and scale.
• Partner with Customer & Solution Success leadership to create seamless transitions and shared insights across Support, Digital, Community, and Success teams.
• Drive insight-to-action loops by leveraging C360 intelligence, product telemetry, support analytics, and customer feedback.
• Lead capacity planning, workforce management, tooling strategy, process excellence, and CX-level metrics.
• Develop a high-performing, diverse global team with strong leadership at all levels.
• Foster a culture of collaboration, customer obsession, data-driven decision-making, and continuous improvement.
• Champion AI adoption and digital fluency across all teams to improve productivity and customer outcomes.

Connaissances

CX Leadership

Multichannel support

Digital CX strategy

Enablement design

Community building

Customer communications

AI-powered support

Operational excellence

Cross-functional influence

Description du poste

Workiva Inc. is seeking a dynamic Vice President of Customer Experience to lead global Support, Enablement, Community, and Digital Engagement. This role shapes a unified, digital-first customer journey that accelerates value and scales efficiently across segments.

The ideal candidate will drive omnichannel support, develop scalable enablement programs, and lead AI-powered CX initiatives. A strategic partner to Product, Engineering, and Marketing, you will build a high-performing, diverse global