Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data™. The Qualtrics XM Platform™ is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee and brand—on one platform. Over 9,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands. Qualtrics was recently acquired by SAP, and together we will accelerate XM and power the experience economy. Join us on this adventure that can open many doors! If you’re searching for a company that’s dedicated to your ideas and growth, recognizes your unique contribution, fills you with purpose, and provides a fun, flexible and inclusive work environment - apply now!
As our Research Experts team grows, we are hiring a US Research Experts (RX) Team Leader, reporting into the Global Head of Research Experts Team. This is a senior leadership role, and the US RX Team Leader will have direct management responsibility for our rapidly growing US-based teams of Research Managers, Research Analysts and Specialists.
The position will be based in Chicago.
The RX Team supports Qualtrics technology platform adoption and implementation through advisory services and the execution of full service research projects, playing a pivotal role across the entire lifecycle of our most impactful research for our most important clients.
Ensure a successful launch by selecting the appropriate research methodology to meet the client’s research objectives.
Develop (or assist in the development) of the research instrument using Qualtrics technology platform. Work with clients to design survey instruments that meet their research objectives and conform to best practices in survey methodology
Work closely with internal and external resources to ensure successful execution of the fieldwork and data collection.
Review the collected data and create (or oversee creation) of the analysis and reporting deliverables (static and dynamic) that provides meaningful insights to the sponsoring client.
Share final analysis with the client and ensure they can take accurate action on resulting recommendations.
As US Research Experts (RX) Team Leader, your success will be determined by four key metrics:
Support for aggressive revenue targets (as an enabler of the quota-carrying sales team)
Attainment of profitability goals (as measured by contribution margin)
Assurance of high levels of quality and customer satisfaction (as measured, in part, by NPS)
Engagement of team members (as measured by engagement metrics and retention goals)
We care deeply about our people at Qualtrics. As a senior leader, you will have the opportunity to shape and guide the happiness and development of extremely capable professionals at both the junior and senior level. You will have a large focus on growing and supporting the team, especially as it relates to research methodology, project ownership, client support, operational optimization, and career progression. Most of your direct reports will be team leaders and managers, but your scope includes 2nd employees.
Primary responsibilities include the following:
Provide coaching and mentorship to guide career development.
Accurately evaluate the performance of team members & provide direct and actionable feedback.
Manage team capacity, forecasting, organizational structure, and resource allocation.
Exceed aggressive hiring goals by developing new strategies, interviewing candidates, and utilizing LinkedIn to source and recruit candidates.
Design and/or implement innovative global and scalable research processes that increase efficiency and improve both employee engagement and client experience.
Communicate team impact and results to key stakeholders and act as an advocate for the team within Qualtrics.
Oversee team execution of Research Services projects and initiate new strategies to ensure that projects are run smoothly, timely, and thoroughly.
Understand key job functions of the Research Experts team to assist on project escalations and effectively train and communicate with the team.
Train the team on key topics, including methodology, product usage, research best practices, professional communication, interpersonal skills, and leadership skills.
Ensure customers are delighted by their experience with our team and help drive increased NPS scores.
10+ years of leadership experience with proven ability to build and lead teams using concrete and measurable results
15+ years in a research industry or role either within an internal client or with an external research agency
Experience running teams of 20+ individuals
Experience in customer-facing roles
Comfortable in a fast-paced, unstructured, and highly competitive environment
Ability to communicate clearly and pleasantly through both written and spoken mode
Ability to prioritize and to think strategically to set and meet aggressive goals
Bachelor’s degree from a selective university
Masters or Ph.D. degree from a top-tier university
1-2 years of experience in the SaaS (Service as a software) industry