Qualtrics
At Qualtrics, our mission is to close experience gaps. Qualtrics is the #1 XM platform.
Seattle, WA

CX Data Scientist - Global CX Center of Excellence

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The Qualtrics XM Platform™ is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can’t imagine living without.

 

Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career.

 

 

We believe every interaction is an opportunity. Are we yours?

 

The Challenge

As the program leader of the Qualtrics global internal Customer Experience (CX) program, you will be challenged to hear every customer’s voice, improve every broken experience, and help evolve the industry’s most innovative CX program. Partnering with leaders across the organization, you will drive the customer into the forefront of every product and service we offer, and work to diffuse critical CX competencies, skills, and capabilities needed to deliver on our corporate mission and strategy. Using the Qualtrics XM Platform, you have the power of the ultimate listening and intelligence engine behind you, combined with the most innovative action capabilities on the planet. This will give you, and our entire organization, a holistic and personalized understanding of our customer base, and drive a culture of action that increases customer loyalty and propels our brand promise as the world’s leading Experience Company. 

Expectations for Success

  • Outline and communicate our CX strategy across the organization, ensuring alignment and buy-in across all functions within the organization 
  • Architect the end-to-end CX transformation plan including all phases, training, change management, and operating rhythm needed
  • Define the core CX program objectives/KPIs, and drive associated strategic initiatives across the business to achieve the desired results
  • Lead the CX Center of Excellence for Qualtrics to drive and diffuse centralized learning, best practices and improvement across the organization
  • Manage a team of 5 CX experts across technical, data, and program design that is tasked with driving the success and execution of the program across the enterprise
  • Direct the appropriate program governance model across the enterprise, and organize the steering committee(s) and executive engagement needed to drive cross-functional change and action
  • Diffuse the power of the XM platform across the organization to design innovative experiences for our customers, and consistently improve the end-to-end customer journey
  • Drive the platform’s wide adoption and usage and ensure all teams are operationalizing program insights and taking action to improve their areas of impact to the customer experience
  • Leverage the XM Operating framework to embed CX competencies and skills across the organization
  • Champion org-wide participation and excitement into the program and continually challenge the company to be the greatest customer-centric organization in the world

Qualifications & Requirements

  • Basic (must have for the job)
    • Bachelor’s degree (BA/BS) or higher and a minimum of 8+ years of experience in a CX related field or discipline
    • Proven track record driving positive change and exceptional business outcomes in a complex environment
    • Deep experience in building and managing senior executive relationships across large multinational companies
    • Passion for and experience driving thought leadership in Customer Experience in large organizations
    • Experience facilitating cross-functional teams, including well-developed negotiation skills and providing direction while not having direct authority
    • Strong understanding of CX methods and technologies (e.g. NPS, CES, closed-loop systems, journey mapping, etc.)
    • Track record of collaborating cross-functionally with product, engineering, or technical teams in technology or related industry
    • Ability to drive data-driven and impactful action into partner organizations, and facilitate effective change management and redesign of processes and methods
    • Ability to scale learning and development across a global team
    • A genuine team player with exceptional EQ
  • Preferred (want for the job)
    • Experience in using and deploying the Qualtrics’ XM platform to drive CX outcomes
    • CCXP certification
    • Proven track record of leading, directing, or consulting on enterprise-wide CX programs in B2B technology

What differentiates us from other companies:

  • Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
  • Qualtrics Experience Program - $1,500 for an experience of your choosing (eligible after a year)
  • We take pride in our office's design aiming at fostering creativity from our rooftop views to an open and collaborative work space.
  • 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
  • On top of standard benefits package (medical - employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our office
  • To learn more about what we value read about it directly from our employees Qualtrics Life stories
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What are Qualtrics Perks + Benefits

Qualtrics Benefits Overview

TOTAL REWARDS
The term “benefits” doesn’t really do our employee rewards program justice. We provide medical, dental, and vision insurance, 20+ days of annual leave, generous retirement fund contributions, bonuses, and tons of career mobility.

WORK HARD/PLAY HARD
For every bit of hard work we put in, we have twice the fun. Whether that means taking a break in a massage chair or hitting the slopes after work, Qualtrics makes sure that employees take time to recharge and live it up.

UPWARD MOBILITY
Because we’re a hyper-growth company, getting promoted and taking on more opportunities is always an option. We hire individuals who have what it takes to quickly step into the next role and take on opportunities beyond their core job description.

OFFICE PERKS
We believe in a workspace that allows you to take a breather and pepper fun throughout your day. Grab a beer in the Dublin office pub, enjoy Seattle’s rooftop patio overlooking the Puget Sound, or raid one of the many kitchens around Provo’s office.

HIGH BAR
We don’t hire cutthroat individuals who only care about themselves. We’re looking for top performers with a wide array of professional and personal experience. Our employees are driven, intelligent, diverse and interesting people who work well in teams and know how to have fun.

GLOBAL
Qualtrics employees are plugged into a network of experienced professionals around the globe. With weekly company-wide video meetings and our own internal social network, employees get global experience and stay up-to-date on what’s happening across the organization.

Culture
Partners with nonprofits
We go beyond partnering with nonprofits. For Qualtrics, 5 For the Fight is our company's core nonprofit focus. Discover the whole story at www.5ForTheFight.org. We're #AllIn until cancer gives in.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
In 2020, we launched our global unconscious bias program. We aim to provide our employees with the tools to block and tackle the various types of biases that exist.
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
We have ERGS championing people with disabilities, LGBTQ+, Veterans, Underrepresented Minorities, and Women's Leadership Development.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Our Wellness program includes not only an employee assistance program but, starting in 2022, will also include a Wellness bonus that employees can use on services to support their overall wellbeing.
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Equity grants are considered annually based on performance and seniority level, and undergo annual refreshes.
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Qualtrics's parental leave is 6 weeks for all parents. Birthing parents are given an additional 6-8 weeks and have the option to take 2 weeks off before delivery.
Family medical leave
Adoption Assistance
We reimburse up to $10000 for eligible adoption expenses and 6 weeks of paid leave for the parent who is taking the role as the primary caregiver.
Return-to-work program post parental leave
Company sponsored family events
Qualtrics has several events during the year that look to actively include our families, from the annual summer party to welcoming your family on-site for visits.
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Qualtrics offers unlimited sick days, which covers not only the employee but immediate family members. Kids are sick? Stay home without burning your vacation days.
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
We serve catered lunch every day!
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Pet friendly
Recreational clubs
Relocation assistance
Fitness stipend
Qualtrics's Wellness Reimbursement is $300 per quarter for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
Home-office stipend for remote employees
Qualtrics's Work From Home Stipend is $750 for new employees to use in their first 45 days of employment.
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Customized development tracks

Additional Perks + Benefits

We additionally cater snacks to the company all-hands meeting each week. You can expect to find semi-annual swag distributions (summer & winter), as well as swag giveaways in the offices. Our Benefits team has always looked to maximize our benefits. Our benefits packages and workspaces are always subject to revision—but only for the better.

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