CX Insights Manager; Remote

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance.

We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

As CX Insights Manager
, you will lead a team that converts customer and interaction data into measurable business improvement. You will oversee and guide your team to deliver superior insight capabilities, operational reporting, and CX analytics that enable leaders across the CX organization to make informed decisions. You manage the performance and engagement of your staff to optimize processes and maintain the highest quality standards in insight generation.

Your work directly supports account leadership, operational leaders, and internal business partners in achieving or exceeding organizational goals.

Gainwell empowers you through innovative technologies and solutions to deliver better health and human services outcomes. In this role, you will:

• Build, develop, and lead teams responsible for CX listening, interaction analytics, and insight delivery.
• Guide the creation of journey‑level views of the customer experience by stitching together structured and unstructured data across channels.
• Establish and lead routines that leverage reporting and insight tools to drive performance and ensure actionable, decision‑ready insights.
• Partner with business, CX, and operations leaders—including WFM, Training, and QA stakeholders to identify opportunities to improve delivery of operational products, services, and capabilities.
• Lead omnichannel monitoring and insight generation across interactions, journeys, and touchpoints.
• Drive operational excellence by adopting standard operating procedures and establishing clear metrics, insight narratives, and reporting standards.
• Own the insight‑to‑action lifecycle, including prioritization, delivery, adoption, and impact tracking.
• Lead executive readouts, presenting findings, implications, and recommended actions.
• Create conditions for team success by removing obstacles and championing change.
• Identify and manage existing and emerging risks and implement strategies to mitigate them.

• 5+ years leading insights, analytics, and CX-focused teams, with deep experience in VoC, omnichannel interaction data, journey mapping, and experience measurement.
• Expert at converting customer data into actionable business strategies, scaling insight‑to‑action practices, and driving strategic initiatives, process improvements, and operational analytics.
• Proven leader of complex reporting and analytics functions, with strong awareness of BI tools, SQL, and operational platforms (e.g., Verint, Cxone, Avaya) and how they can be leveraged together to deliver clear, actionable insights to stakeholders.
• Exceptional communicator with executive‑level presentation abilities, experienced collaborating across Operations, WFM, Training, QA, and other cross‑functional environments, including regulated or complex service settings (MMIS preferred).
• Strong CX and analytics credentials, with knowledge of CX operating models, closed‑loop systems, and preferred qualifications such as CCXP certification.

• This is a full‑time permanent regular salaried (W-2) employee position.
• Monday through Friday work schedule.
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.
• Company provided computer for work use.
• For all hybrid and remote positions employees'…