At Qualtrics, our mission is to close experience gaps—the costly differences between what customers and employees expect, and what they’re receiving.

9,000+ organizations worldwide and more than 80% of the Fortune 100 rely on Qualtrics Experience Management to collect and analyze feedback—more feedback than they ever thought possible. With Qualtrics XM, organizations can continually assess the quality of their four core experiences—customers, employees, products, and brands. They can be at every meaningful touchpoint, for every experience, and predict which changes will resonate most with customers and employees.

Job Description

The Subject Matter Expert of Customer Experience (CX) acts as a customer experience inspiring leader and champion for Qualtrics. This person will be responsible for helping define, drive and support key CX initiatives, and helping craft a special experience for customers of Qualtrics. This person will be hands-on in socializing, influencing and implementing CX standard methodologies from a methodological and operational point of view, specifically focused on pre-sales, post-sales, and renewals, working new features into product and service design initiatives, and develop and govern CX standards and standard methodologies into the broader business/culture.

This highly visible role will interface frequently with clients, senior-level business leaders, partner teams, product and service managers, technology directors, and market research teams, etc. in helping to define/develop/embed best-in-class CX methodologies, approach and requirements into our solutions and daily operations.

You will have a keen sense (and focus) for the end-to-end experience, ability to demonstrate the value and benefit of CX, and ability to work efficiently and effectively in a dynamic environment across a variety of initiatives at a time. This person will be required to communicate informed ideas quickly and crisply, and partner with various business and client services groups, product and design teams and technology departments to successfully guide and act upon those ideas.

They need strong influential skills, customer and high-reaching insights, a deep understanding of industry and CX standard methodologies across multiple channels, and a real passion for crafting simple, meaningful and measurable experiences for customers and clients.

This person will be an agent of change, able to show a demonstrable knowledge of the CX discipline and ability to foster a broader culture change, and move quickly to figure out and apply an appropriate amount of the CX methodology to a given project. As a seasoned manager, this person will also demonstrate an extraordinary ability to collaborate across functional lines, potentially lead team workflow and output, and provide clear, concise team status including visualizations demonstrating approach, data/research results, plans and timelines.

Primary Responsibilities

  • Develop support day-to-day CX strategy and support day-to-day operations; as needed craft and maintain project resourcing plans, schedules and roadmaps for Qualtrics’ clients and pre-sales team
  • Develop, maintain and evolve applicable CX standards, conceptual models and processes
  • Supply to the evolution of the broader org and CX team
  • Contribute a CX-focus to product/service requirements process, definition and documentation
  • Strong statistical skills and understanding of business outcomes and key drivers

Requirements

  • Advanced degree preferred, minimum MS degree in Computer Science, Statistics, Math, Survey Methodology, or, alternatively, a focused MBA on marketing
  • 5-7 years CX design experience; 3+ running CX design resources (ideally)
  • Willing to take prudent risks; able to think/move/iterate quickly
  • Ability to partner closely with clients to drive, influence and execute against the strategy and mandate of the clients’customers’ CX team
  • A hands-on leader; experience managing a team while directly delivering against the CX process
  • Strong orientation toward conceptual modeling; ability to innovate on process and conventions
  • Excellent communication, influencing and presentation skills at senior management levels; visualization skills and the ability to succinctly articulate concepts and ideas in a simple fashion
  • Ability to collaborate across functional teams at various levels of the organization

What differentiates us from other companies

  • Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours.
  • We take pride in our offices design aiming at cultivating creativity from our rooftop views to an open and collaborative work space.
  • On top of standard benefits package (medical, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our office.
  • We believe in sharing Qualtrics success which is part of the compensation for all employees.

Apply for this Job

* Required

File   X
File   X


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Qualtrics are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.