Customer Experience Measurements and Insights Lead

*We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance.* **Being a Customer Experience Measurement & Insights Manager at iManage Means…** You are an analytical leader who owns how iManage measures, understands, and acts on customer experience. This role is responsible for the accuracy, consistency, and strategic value of CX data across the organization — connecting the metrics each team generates into a coherent, trusted picture of customer health at the company level. You'll work across a broad Customer Experience organization spanning Customer Success, Professional Services, Adoption & Knowledge, Business Innovation, and PMO. This role sits within Customer Experience Operations, 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. **iM Responsible For…** - **Owning and maturing the CX measurement framework:** establishing common definitions, data standards, and governance that connect team-level metrics into a shared, reliable view of customer experience. You'll do this work directly, not just advise on it. - **Taking end-to-end ownership of iManage's Customer Health Score:** refining the methodology in partnership with SMEs, validating inputs against real business outcomes, and evolving the model as our product and customer base change. You'll work in the data, not around it. - **Synthesising insights across the CX organization:** connecting data from CX platforms (including Gainsight and AskNicely), product usage, support (Zendesk), and commercial systems to surface meaningful patterns. Translating those patterns into clear narratives that inform decisions at the senior leadership level. - **Acting as the connective layer between CX and the wider business**: working cross-functionally with Product, Sales, Engineering, and Finance to align on shared data definitions, creating the contracts and documentation that make CX insights actionable beyond the CX org. - **Ensuring 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. This includes building and maintaining the dashboards and reports yourself. - **Driving insight-led activation:** moving from measurement to action by partnering with team leads to translate what the data shows into concrete initiatives, then tracking whether those initiatives improve outcomes. - **Championing a culture of data-driven decision-making across the Customer Experience team and beyond:** serving as the subject-matter expert on CX metrics, measurement gaps, and best practices. **iM Qualified Because I Have…** - 5–7+ years of experience in data analytics, CX measurement, or customer insights; ideally in a B2B SaaS environment - Demonstrable experience building, owning, or significantly improving a customer health model, measurement framework, or CX analytics function - A background of strong hands-on data skills: you can define a methodology, pull and validate data, and build a dashboard - Comfort working with complex, multi-source datasets and a clear instinct for separating signal from noise - Experience performing and interpreting statistical analysis, and communicating findings in plain language to senior stakeholders — storytelling is as important as the analysis - Proven ability to build relationships across large, complex organisations **Bonus Points If I Have…** - Experience with platforms such as Gainsight, Salesforce, Totango in an analytics or reporting context - Familiarity with legal tech, professional services technology, or enterprise content management - Experience working in…