UKG

Compensation

Full Description

Operationalize the Modular Signal Framework Use and evolve a signal framework to deliver real-time, predictive insights across key signal domains (e.g., mindset, support experience, product usage, engagement, belonging). Deliver Holistic, Actionable Customer Intelligence Integrate sentiment, usage, support, engagement, and commercial data to assess customer health and forecast future behaviors. Deliver insights to Customer Success, Product, Marketing, and Sales teams to inform playbooks, roadmap priorities, and strategic interventions. Improved Retention and Growth Apply intelligence signals to personalize guidance and support for each customer system administrator or primary contact--enabling proactive, scalable engagement. Customers feel known, supported, and empowered--leading to stronger relationships and brand affinity. Data & Analytics 8+ years of experience using customer data and analytics to inform strategy, including 3-5 years leading teams that operationalize signal or intelligence frameworks. Proven ability to integrate usage, sentiment, and engagement data into predictive customer health or growth models. 5+ years of experience applying telemetry and behavioral analytics to identify churn risk or expansion opportunities. Demonstrated proficiency with analytics and CX platforms such as Tableau, Power BI, Gainsight, Salesforce, or equivalent tools. 5+ years of experience driving digital engagement, AI-driven personalization, or automation programs that improve customer experience and retention. History of applying intelligence signals to personalize guidance or automate workflows across diverse customer segments. 10+ years of overall customer experience, success, or intelligence leadership within B2B SaaS, demonstrating measurable improvements in Net Revenue Retention (NRR), Customer Lifetime Value (CLV), or NPS/CSAT. Experience leading cross-regional teams and driving alignment across Customer Success, Product, Marketing, and Sales. Track record of building and scaling new CX or analytics capabilities in dynamic, high-growth environments. Background in predictive analytics, machine learning, or data science for CX. Experience standing up a signal framework or equivalent customer intelligence infrastructure. Prior involvement in launching or scaling a digital concierge or AI-assisted customer engagement program.