CX Sr. Analyst

| Seattle

The Challenge

As the Senior Analyst on the Internal Customer Experience (CX) Team you will bring the power of our Customer Experience (CX) program data to Qualtrics, itself. You will help build and grow a deeply impactful Customer Experience (CX) program built on the Qualtrics Experience Management platform that strategically advances how Qualtrics ideates, builds, measures, and improves products. You will design surveys, perform data analysis, create dashboards and stakeholder reporting of customer experience and satisfaction data. You will use your statistical skills to analyze disparate customer feedback data sources (e.g., NPS, Social Media, Call/Case Volumes, Product feedback) to present comprehensive views of customer experience. You will be an advocate for the voice of our customers with the power of our CX program data.

What Success Looks Like in the Role

You inspire those around you to be customer obsessed. You love turning data into insights. You thrive when people take action on the insights you provide. You infuse the Qualtrics team with CX data and easy to digest reporting and dashboards, you improve process and data analytics to make our CX program better. You have Qualtrics internal stakeholders craving more. You understand the importance of using our own process with the goal of providing input to our case study and suggestions for improvements to our own product. You work effectively cross-team and you understand the importance of building strong relationships and earning trust and credibility. You have successfully made the program a part of the fabric of Qualtrics product design and development.

A Day in the Life 

  • Support ongoing analysis and reporting structure as set by the Lead, Internal Customer Experience Program
  • Be an internal leader in basic statistics including descriptive statistics, correlation and regression.
  • Provide recommendations on proper survey design and research methodology across multiple channels (e.g., email-to-web).
  • Work cross-functionally to advise and support key business stakeholders with ongoing and ad hoc research and reporting needs.
  • Work directly with the CX implementation to insure that program needs are met and become CX certified and an internal expert of all CX platform capabilities.
  • Evangelize the program. Teach and share best practices. Share and develop metrics.
  • Evaluate, benchmark, and partner with our Market Research team on external Customer Experience methodologies and best practices and to create an external validation framework for the program.

Your Background

You are obsessed with transforming traditional product models into customer experience models, and have built a reputation and track record of these accomplishments. You start with the customer, while impacting and aligning with key strategic business objectives. You have excelled and grown within a dynamic, rapidly scaling, organization. You know how to collect inputs and turn them into measurable outputs.

Minimum Qualifications 

  • Bachelor’s Degree in business or social sciences required
  • 3+ years of experience within supporting customer insights or customer experience work
  • Strong understanding of research methodology and survey design
  • Strong analytical (qualitative and quantitative) skills; with statistical analysis competence in techniques such as correlation, regression, KPI metric development and segmentation modeling
  • Strong verbal and written communication skills to present analysis and insights including trends and opportunities to stakeholders and the business
  • Believes in eating one's own dog food and using that experience to drive the creation of exceptional customer facing products
  • High standard of detail, excellence, professionalism, and role model behavior

Preferred Qualifications

  • Master’s Degree in business/economics is preferred
  • Ph.D. in research-focused field such as business analytics, organizational behavior, social sciences or economics is strongly preferred
  • Familiarity with survey scripting and data reporting platforms (e.g. Qualtrics, etc.) is desired. Ability to script surveys in these platforms is a plus

About Qualtrics 

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 3/4 of the Fortune 100 rely on the Qualtrics Experience Management Platform™ to collect, analyze, and act on feedback—more feedback than they ever thought possible. With Qualtrics XM, organizations can manage the four core experiences of business—customer, employee, product, and brand experience. Organizations can be at every meaningful touchpoint, for every experience, and predict what will resonate most with customers and employees. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • We are an open language company so we do not specify on languages and except all that are helpful toward the product.Languages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • WordpressCMS
    • Qualtrics PlatformCMS
    • SalesforceCRM
    • Qualtrics iQ DirectoryCRM
    • Qualtrics PlatformEmail
    • Adobe CampaignLead Gen
    • MarketoLead Gen
    • MixRankLead Gen
    • RapportiveLead Gen
    • Qualtrics PlatformLead Gen

Location

The office experience is a 5-minute walk from Pioneer Square. The rooftop deck overlooks the Puget Sound and downtown Seattle.

What are Qualtrics Perks + Benefits

Qualtrics Benefits Overview

TOTAL REWARDS
The term “benefits” doesn’t really do our employee rewards program justice. We provide free medical, dental, and vision insurance, 20+ days of annual leave, generous retirement fund contributions, company equity, quarterly 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 opportunity 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’re looking for A-players, not A-holes. 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.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
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