Senior Manager, CX Adoption Analytics & Insights Lead

Analytics Leadership & Organizational Capability

Establish standards, frameworks, and best practices for adoption measurement and behavioral analytics across adoption initiatives.

Build organizational capability by enabling stakeholders to effectively interpret and apply adoption metrics, behavioral indicators, and value-realization measures.

Facilitate knowledge sharing by communicating analytical insights, methodologies, and successful measurement approaches across business units.

Influence business and product decisions through evidence-based recommendations and effective communication rather than formal authority.

Establish and own the engagement baseline for every colleague-facing platform.

Track the two core success metrics: colleagues actively doing real work on the platform in the last 30 days, and the percentage of colleagues who would be “very disappointed” if it went away (the Sean Ellis test).

Set the quarterly targets for both and ensure every other metric the team tracks connect back to them.

Define and track the behavioral metrics that matter depth of tool usage, breadth of features accessed, and long-term user retention.

Identify exactly where users are experiencing friction and dropping out of the adoption lifecycle, down to the specific step.

Diagnose whether a missed metric reflects a workflow-fit problem, a comprehension gap, a motivation or awareness gap, or a structural/organizational barrier.

Hand the diagnosis to the Head of GTM and Adoption with a clear recommendation for which function should own the fix.

Trigger a root-cause review whenever a target misses.

Partner with the Digital Learning Lead to track the gap between “completed a module” and “actually ready.”

Partner with the Peer Advocacy & Community Lead to track the gap between “joined a channel” and “actually engaged.”

Build measurement that shows whether a skill or behavior holds up weeks later, not just whether an activity happened once.

With the Peer Advocacy & Community Lead: define and track the community metrics that matter, posts published, reply and reaction rates, active participants, advocate activity, so the team knows which formats and channels genuinely engage colleagues.

With the Digital Learning Lead: track progression through learning pathways by skill level, and whether colleagues are using the resources and tools they were trained on, not just starting or completing a module.

With the Internal Communications & Activation Lead: track how campaigns and comms perform by channel and by audience segment, which messages, formats, and channels different segments respond to best.

Synthesize all three views into a shared, cross-functional picture of best tactics, best channels, and best segments, so every function is learning from what is actually working across the team, not just their own data.

Partner with Experience Architecture and product owners to define what “value” means for each platform, time saved, error or rework reduction, quality of output, or colleague satisfaction, not just usage.

Track leading indicators of value (in-product feedback, pulse surveys, self-reported time saved) alongside hard efficiency metrics, so the team knows whether colleagues are getting real value, not just showing up.

Feed value findings into Value Realization Reporting so executive reporting reflects real value delivered, not just usage counts.

Feed real-time usage data to the Learning, Community, and Communication leads.

Enable those leads to design highly targeted,…