Customer Experience Measurements and Insights Manager

About the Role 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 flexibility for a meaningful work‑life balance. You are a strategic leader that oversees the implementation, stewardship, and governance of our customer experience data & measurement ecosystem. The role is responsible for ensuring the accuracy, consistency, and strategic alignment of customer experience data measurement across the organization. Key Responsibilities Mature and own the CX measurement framework, establishing common definitions, data standards, and governance. Take ownership of iManage’s Customer Health score model and mature the approach with SMEs. Synthesize data across the CX organization using AI tools, analytics platforms, and cross‑functional data sources. Act as the connective layer between CX and the wider business, aligning data with product, sales, engineering, and finance. Ensure that key CX data is trusted, well‑documented, and accessible, building processes and reporting standards. Partner with senior leaders to align customer experience metrics with strategic priorities. Help drive customer experience activation projects with business partners. Champion a culture of insight‑led decision‑making across the team and beyond. Qualifications 7+ years of experience in measuring and analyzing customer feedback. Experience working in a fast‑paced SaaS organization. Strong hands‑on data skills; ability to build dashboards with tools such as PowerBI. Ability to analyze structured and unstructured data and communicate to senior leaders. Experience performing and interpreting statistical analysis to produce actionable insights. Proven relationship building across large, complex organizations and influencing senior leadership. Bonus Points Experience in legal tech, professional services technology, or enterprise content management. Salary The overall US annual base salary range for this position is $150,000 – $190,000 per year. Equal Employment Opportunity iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. #J-18808-Ljbffr