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

We are a rapidly growing Digital Support Experience (DSX) team focused on crafting innovative end-to-end designs and digital customer support experiences for a global customer base with millions of users. The DSX team is responsible for developing, maintaining, and marketing all aspects of Qualtrics’ digital support offerings (including the Support Site, Customer Support Portal, and Qualtrics XM Community). Our mission is to ensure Qualtrics customer support is a world-class digital-first experience that is seamlessly integrated with the XM Platform and enables our customers to maximize the power of the platform.

What Success Looks Like in the Role

Our ideal candidate thrives in a fast-paced environment, relishes working with data, enjoys the challenge of highly complex customer problems and, above all, is passionate about creating exceptional customer journeys.

In this role, you will combine your experience creating and optimizing customer journeys with your fluency in data and analytics to enable world-class digital support customer experiences and operational excellence. In doing so, you will be expected to work closely with our digital support product managers, software engineers, and marketing team to shape the future of the digital support ecosystem.

As an analyst of digital customer journeys, you should be experienced with data modeling, analytics, and visualization, and have experience with statistical analysis and ML. You should also have excellent business and communication skills to be able to work cross-functionally to develop and define key customer use cases, and leverage the data technology for engineering design/implementation to enable those use cases. 

A Day in the Life

• Build and maintain the analytics engine to understand how customer behavior within the Qualtrics platform relates to usage of digital support resources and creation of live customer support tickets
• Create the models to enable the digital support ecosystem to deliver the right resources to the right users at the right moments
• Understand and optimize the digital customer support experience.
• Develop and deliver insights that inform the future direction of digital support transformation efforts
• Develop, capture, and report core digital support KPIs
• Deliver compelling business cases rooted in your data, analysis, visualizations, and insights to drive action and investment across the digital support ecosystem
• Partner with data engineering, software engineering, product management, digital marketing, and leadership to ensure reliable, high-quality data and analytics capabilities help drive business objectives forward

Desired Qualifications

• 3-5 years of experience in one or more of the following fields: CX analytics, business intelligence, data management, predictive analytics, or marketing analytics
• Bachelor’s degree in Mathematics, Statistics, Business, Information Systems, UX, or Computer Science recommended
• Expertise with Google Analytics
• Extensive experience using technical solutions, and visualization software, including SQL, Python, Tableau, AWS, Power BI, etc.
• Experience with A/B testing platforms (Google Optimize, Optimizely, Mutiny or something similar) 
• Exemplary written communication skills with high attention to detail 
• Demonstrated ability to communicate clearly with senior business executives, using data to tell a story
• Willing to challenge the status quo, test new ideas that are risks to drive value
• User experience and research focused
• A do-whatever-it-takes attitude to deliver exceptional quality on-time and on budget
• Customer-first mentality; knowledge of organization functional areas a big plus

What Differentiates Us from Other Companies

• Work life balance is deeply important to us - we have frequent office events, team outings, and happy hours.
• We take pride in our office’s design, aiming at cultivating creativity from our rooftop views to an open and reciprocal work space.
• On top of the 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.

Qualtrics is an Equal Opportunity Employer

Qualtrics provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.