How to apply for VP of Customer Experience

About Workiva

Workiva is a leader in integrated ESG reporting, helping organizations streamline climate impact and compliance. The company is uniquely positioned at the intersection of technology and sustainability, offering a mission-driven culture and remote-first flexibility.

About the role

As VP of Customer Experience, you'll lead global teams to create a unified, digital-first CX model, driving operational excellence in support, enablement, and community. Your work will directly impact customer retention and satisfaction while scaling AI-assisted workflows.

A typical day

Mornings might involve reviewing CX metrics and meeting with global support leads to address escalations. Afternoons could be spent with Product on roadmap alignment or with Marketing on customer communications strategy, ending with a cross-functional workshop on AI-assisted workflows.

Who Workiva is looking for

• 15+ years in SaaS leadership, with a track record of scaling multi-channel support and digital CX programs.
• Deep expertise in customer education, learning design, and online communities, not just support.
• Operationally savvy, able to build scalable processes and leverage analytics for continuous improvement.
• Empathetic leader with cross-functional influence, comfortable partnering with Product and Engineering.

Tips for this application

• Highlight specific metrics from past CX transformations (e.g., reduced time-to-resolution, increased self-service adoption).
• Showcase experience with AI-assisted workflows or chatbot implementation in customer support.
• Emphasize any background in ESG or sustainability, even if tangential, to align with Workiva's mission.
• Tailor your resume to mention 'digital-first' strategy and unified CX operating model experience.
• In your cover letter, reference Workiva's recent ESG reporting innovations to show genuine interest.

What to cover in your cover letter

['Your vision for integrating support, enablement, and community into a seamless digital-first experience.', 'Proven ability to drive operational excellence and scale processes in a SaaS environment.', 'Leadership philosophy centered on empathy and cross-functional collaboration.', 'Specific examples of leveraging customer feedback and analytics to improve outcomes.']

Research before applying

• Read Workiva's latest ESG report and understand their product suite (e.g., Workiva Carbon, ESG Assurance).
• Study their current customer community and support offerings (e.g., Workiva Community, Knowledge Base).
• Review recent news about Workiva's partnerships or acquisitions in the ESG space.
• Look at Glassdoor reviews to understand company culture and employee sentiment on CX.

Likely interview topics

Based on the job description, expect questions about:

• How would you design a unified CX operating model for a company like Workiva?
• Describe your experience implementing AI or self-service tools and measuring their impact.
• How do you balance digital transformation with maintaining high-touch customer relationships?
• Walk us through a time you influenced Product or Engineering to resolve a systemic customer issue.
• What metrics do you prioritize to measure CX success, and how do you drive continuous improvement?

Common mistakes to avoid

• Using generic CX language without tying it to ESG or sustainability context.
• Focusing only on support operations without addressing enablement, community, or digital strategy.
• Not demonstrating data-driven decision-making or familiarity with analytics tools (e.g., Tableau, Gainsight).