The role involves leading facilitation programs to teach customers about Experience Management, developing training systems, and ensuring quality delivery across facilitators. It requires collaboration with technical leads and evolving content to enhance customer engagement and value realization.
At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.
Facilitation & Enablement Lead, Customer Marketing - Seattle
Why We Have This Role
Qualtrics Labs is the backbone of how we teach customers — and the field — how to deploy Experience Management in the real world. We’ve proven the power of immersive, hands-on, applied learning — now we need to scale it. This role exists to operationalize and standardize Labs facilitation as a repeatable, high-quality motion that accelerates deployment readiness, maturity progression, and value realization across customer, partner, and field audiences.
This role operationalizes the scale motion: transforming the architectures, scenarios, and methods built by Labs into teachable, coachable, certifiable delivery that can run globally — grounded in product truth and consistent across facilitators, contexts, and channels. You’ll be part of the Qualtrics Labs team within Customer Marketing — driving the systems, standards, and coaching that enable Labs to scale globally. This is a team which will be breaking new ground together - and you’ll get to work with colleagues from almost every key division.
How You’ll Find Success
- You are an exceptional facilitator who enjoys teaching complex concepts simply and energetically
- You set the bar for delivery quality and coach others to meet it
- You are obsessed with scale, repeatability, and codifying what works into systems
- You thrive working cross-functionally — Product, PXE, Services, Digital CS, PMM
How You’ll Grow
- Architect and scale the “Labs in a Box” model to enable exponential reach
- Influence how XM is deployed at scale across the field + customer base
- Define a facilitator certification system that becomes a competitive differentiator for Qualtrics
Things You’ll Do
- Serve as lead facilitator for the Labs program
- Work with our technical leads to ensure every Lab delivered is grounded in product truth, aligned to validated XM platform reference patterns, and repeatable across facilitators and contexts
- Model facilitation best practices and set the quality bar for all Labs delivery
- Build and manage the “Labs in a Box” enablement system to train and certify TSMs, partners, and champions to deliver labs at scale.
- Develop facilitator onboarding, training, coaching, and certification pathways
- Partner with the Methodology Design Lead to evolve Labs content, materials, and participant interaction models
- Collaborate across PXE, Services, and Digital CS to embed Labs methodology into field enablement
- Track facilitator readiness, participant satisfaction, and deployment velocity signals — continuously improving both delivery and scale
What We’re Looking For On Your Resume
- 6+ years in facilitation, customer education, enablement, solution deployment, or services roles in complex SaaS environments
- Demonstrated experience teaching technical / conceptual frameworks to diverse audiences
- Proven ability to build facilitator coaching, training, certification, or enablement systems
- Excellent group facilitation, storytelling, simplification, and workshop control skills
- Thrives in high-ambiguity, high-growth, multidimensional build environments
What You Should Know About This Team
This is a brand-new team at the forefront of a high-visibility global project. Our focus is on delivering unmatched customer value - fuelling strategic upsell motions and driving usage/adoption of new features with Qualtrics' top global customers.
We are designing for massive impact, which means blending direct customer engagement at flagship events with developing the organizational flywheel that will define and scale the Labs org's success across every Qualtrics region.
Our Team’s Favorite Perks and Benefits
- We take pride in our offices design aiming at cultivating creativity from our rooftop views to open and collaborative work spaces
- 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
- $1800 experience bonus after your first year at Qualtrics
The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Applicants in the United States of America have rights under Federal Employment Laws:
Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
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For full-time positions, this pay range is for base per year; however, base pay offered within this range may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer. Full-time employees are eligible for medical, dental, vision, life and disability, 401(k) with match, paid time off, a wellness reimbursement, mental health benefits, and an experience bonus. For a detailed look at our benefits, visit Qualtrics US Benefits.
Washington State Annual Pay Transparency Range
$152,000—$218,000 USD
Qualtrics Seattle, Washington, USA Office
1201 2nd Ave, Floor 17, Seattle, WA, United States, 98101
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