Customer Experience (CX) Engagement Manager

Workiva is a company that provides a platform designed to enhance user experience through data-driven strategies. As the CX Engagement Manager, you will be responsible for designing and launching digital programs, email campaigns, and in-app experiences to optimize customer engagement and platform adoption.

Responsibilities:

• Create usage-driven email and in-app campaigns to increase feature awareness and platform adoption
• Develop and maintain comprehensive customer journey maps to optimize key touchpoints
• Analyze product usage and campaign engagement metrics to deliver targeted, relevant user communications
• Partner with Customer Success, Product, and Marketing to build user-centric workflows and advocate for product adoption
• Establish and monitor KPIs to measure the success of digital programs and engagement initiatives
• Stay aligned with industry trends and technology to continuously iterate and improve digital programs

Requirements:

• 6+ years of experience in Customer Experience or Customer Marketing, OR equivalent professional experience
• Bachelor's degree in Business, Communication, Marketing, or a related field (or equivalent practical experience)
• Experience with Gainsight, Salesforce, Zendesk, WalkMe, and Workday preferred
• Data-driven and outcome oriented, with strong analytical skills and the ability to interpret data to generate actionable insights
• Proven experience in customer journey mapping and scaled (1:many) digital engagement
• Strong analytical skills with the ability to translate data into actionable insights
• Proficiency with digital engagement tools and platforms; SaaS industry experience is highly valued
• Strong communication, collaboration, and stakeholder relationship-building skills