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

Global Research Expert Team Leader

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Company Description

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!

The Research Services team is a significant business unit of Qualtrics that provides a wide range of services for our customers’ research projects, both academic and corporate. We’ve executed more than 40,000 projects that provide compelling insights into the decisions and research our customers undertake. With 40%+ year over year growth, we’re on a rocketship growth trajectory. Ready to climb aboard? If our Research Services unit were a stand-alone market research company, we’d be among the top 15 largest MR firms (and growing steadily as we continue to disrupt the traditional approach to research).

Position Description

As our Research Services business grows, finding a strong leader for our Global Head of Research Experts (RX) team is increasingly critical. The Global Head of the RX team will have direct management responsibility for several critical teams and functions:

  • XM Scientists - supporting full-service projects (both pre-sales and post-sales) with industry recognized subject matter expertise on best practices and methodology
  • Research Managers - consulting clients on research best practices and methodology and supporting execution on projects during the full lifecycle
  • Research Analysts and Specialists - create and review client deliverables including front-end design and back-end analysis.

As Global leader of our Research Experts team, your success will be determined by four key metrics:

  1. Support for aggressive revenue targets (as an enabler of the quota-carrying sales team)
  2. Attainment of profitability goals (as measured by contribution margin)
  3. Assurance of high levels of quality and customer satisfaction (as measured, in part, by NPS)
  4. 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.
  • Lead the collaboration and definition of the ‘Qualtrics Way’ for full-service research projects, including both research methodology and operational service delivery.
  • 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 happy with their experience with our team and help drive increased NPS scores.
  • Rationalize the usage and role of third-party suppliers and partners in the research project lifecycle.
  • Work closely with global cross-functional counterparts to identify and drive initiatives. Ensure that regional offices in EMEA and APC especially feel connected and integral to a global team.
  • Execute strategic team-wide and department-wide initiatives with our Global Head of Operations.

Minimum Qualifications

  • 8+ years of leadership experience with proven ability to build and lead teams using concrete and measurable results
  • 8+ years in a research industry or role either within an internal client or with an external research agency.
  • 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

Preferred Qualifications

  • Masters or Ph.D. degree from a top-tier university
  • 1-2 years of experience in the SaaS (Service as a software) industry
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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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