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 around the globe. 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

Your vision focuses on how we optimize the impact of Qualtrics’ digital support ecosystem today as well as multiple years into the future and evolves by listening to our customers and ideating ground breaking solutions to drive self-service support. Leading collaboration across operations management, digital marketing, product management, and others, you develop and manage high-impact content and campaigns that enable our users to find and leverage support resources that enable them to achieve their self-serve support goals. 

A Day in the Life

• Ownership of digital support marketing campaigns: Lead cross functional colleagues in the creation and management of digital campaigns to drive user self-service by converting live support to digital self-service channels.
• Multi-channel advertising: Manage and optimize the banners, intercepts, and other creatives and modals to promote our digital support resources and collateral on the websites, in signature blocks, and across various other external channels. 
• Internal communications: Lead and manage digital support-related communications across all internal channels - including copy and creative assets as needed - to shine a light on the team’s work and rally support of cross-functional stakeholders.
• Feedback management on the digital support websites: Run our Qualtrics listening program across the digital support ecosystem, including site intercept, feedback surveys, etc. in partnership with DSX functional owners.
• Digital support optimization: Own the digital self-service conversion optimization program - including A/B testing, iteration, and implementation of learnings garnered from analytics platforms and other tools.
• Vendor management: Own the vendor relationships to accomplish the team’s marketing and support optimization objectives and leadership of initiatives to identify new, cutting edge opportunities and vendors to support these objectives.
• Industry recognition: Lead our efforts to earn awards at the industry level in recognition of our leading digital support capabilities.

Your Background

You are a customer advocate and digital marketing enthusiast who is passionate about seeing their campaigns come to life and drive significant business outcomes. You have a demonstrated history of leading creative, data-driven, and impactful digital marketing initiatives. 

Requirements

• 1-3 years of relevant digital marketing experience 
• Bachelor’s degree, preferably in a related field (e.g. Marketing, Statistics, Business, UX,  etc.)
• Experience with Google Analytics, or a similar analytics tool
• Experience with A/B testing platforms (Google Optimize, Optimizely, Mutiny or something similar) 
• Exemplary written communication skills with high attention to detail 
• Understanding of the importance of statistical significance when analyzing experiment results
• 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
• Familiarity with HTML & CSS
• Familiarity with SEO best practices and tools

Preferred Qualifications

• Experience with UX research, content, and design
• Advanced understanding of HTML & CSS
• Proficient in Adobe Creative Cloud (Photoshop, Illustrator, and XD)
• Proficient in WordPress 
• Familiarity with Marketo 
• Familiar with project management tools such as Jira
• Proficient with Qualtrics Website App Feedback 
• Experience/exposure to chatbot tools

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.