The Challenge

You will own and power the Qualtrics Internal Customer Experience program building and growing a deeply impactful program built on the Qualtrics Experience Management platform that strategically advances how Qualtrics ideates, builds, measures, and improves products.

What Success Looks Like in the Role

You inspire those around you to be customer obsessed. You drive a culture of building complete processes into the product development process. You have a multiplier effect on creating products that have an immediate need in the marketplace. The programs you craft and implement not only drive company growth, but scale effortlessly and show positive ROI. You have successfully made the program a part of the fabric of Qualtrics product design and development.

A Day in the Life

• Define, advance, and manage, our CX program acting as key advocate, constantly auditing, improving and refining the program.
• Devise and refine measurable inputs and outputs that improve the efficacy of the program and the features that power it.
• Evangelize the program. Teach best practices. Share 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.
• Drive global standards, in conjunction with design, product and engineering leads.
• Organized program workshops around the globe.
• Teach new hires how to create Customer Obsessed products using the Qualtrics CX framework.

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.
• 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 behaviour
• Demonstrated ability to lead through influence in a global, highly matrixed organization.
• Inspires others through exceptional cross functional collaboration and communication
• Able to work effectively with teammates in remote offices. Experience working across global time zones.

Preferred Qualifications

• Experience building customer experience platforms and technologies as a product or program manager.
• 10+ years building internal and external customer focused solutions
• 5+ years building and managing a team
• 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.