Senior Manager, CX Adoption Analytics & Insights Lead

Responsibilities

• Establish standards, frameworks, and best practices for adoption measurement and behavioral analytics.
• Build organizational capability to interpret and apply adoption and value-realization metrics.
• Facilitate knowledge sharing of analytical insights and methodologies across business units.
• Influence business/product decisions via evidence-based recommendations.
• Own engagement baselines and track core success metrics (active real-work users in last 30 days; “very disappointed” rate—Sean Ellis test).
• Define and track behavioral metrics (depth, feature breadth, long-term retention) and identify drop‑off points.
• Diagnose root causes of missed targets (workflow fit, comprehension, motivation/awareness, structural/organizational barriers) and route to the right function; trigger root‑cause reviews.
• Partner to measure readiness vs vanity completion (completed modules vs actually ready; joined channels vs actually engaged) and validate sustained skill/behavior.
• Lead cross‑functional measurement partnerships (community, learning, communications) and synthesize a shared cross‑functional view.
• Define and measure “value” outcomes (time saved, error/rework reduction, output quality, satisfaction) and report ROI/value realized.
• Feed real‑time usage data to enable targeted re‑engagement for dormant/difficult‑to‑adopt segments.

• Bachelor’s degree in Data Science/Analytics/Business/Marketing or related.
• 6–8+ years in product analytics, digital telemetry, or marketing growth analytics.
• Proficiency in data visualization tools (e.g., Tableau/PowerBI) and product analytics platforms.
• Experience establishing measurement standards adopted across teams.
• Ability to influence decisions with data storytelling and evidence‑based recommendations.
• Experience with activation funnels/adoption metrics (activation, retention cohorts, PMF/Sean Ellis testing).
• Experience setting KPI targets, building dashboards, and running hypothesis‑test‑and‑scale.
• Strong data storytelling for non‑technical stakeholders.
• Root‑cause diagnostic experience for adoption stalls and routing findings.
• Experience defining/measuring value‑delivery outcomes (beyond usage).

• Experience with product management, learning, or marketing teams in growth environments.
• Knowledge of organizational network analysis/workplace analytics.
• Familiarity with enterprise telemetry and API integrations.
• Experience in pharmaceutical/healthcare/regulated environments.