Program Consultant - Customer Experience at Qualtrics

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Why Qualtrics?

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 10,000 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! Join a company that is dedicated to your ideas and growth, recognizes your unique contribution, fills you with purpose, and provides a fun, flexible and inclusive work environment.


The Challenge
  • Provide post-sale consulting and advisory support to customers to help stand up best-in-class Customer Experience Programs. This includes services like - CX Maturity Assessment, Customer Journey Mapping, Program Design, Survey Design, Change Management Workshop, Closed-Loop Design, Data Analysis, Program Governance, Executive Presentations and/ or Ongoing Consulting
  • Translate customer needs into business requirements. Have experience in enabling organizations take action based on customer experience data. As needed, be able to lead and facilitate sessions in customer journey mapping. Be able to translate customer insights into business recommendations, help clients build business cases and enable clients to develop operational plans 
  • Create collaborative relationships with all key business stakeholders to enable successful deployment and ongoing success of the program
  • Define and manage project tasks and activities. Manage time, budget as well as identifying potential risks and issues that may impact the successful delivery of the program. Provide relevant and timely communication to all CX Program Team stakeholders (both at Qualtrics and Client)
  • Scale and optimize CX advisory services delivery. Facilitate in the development of operational standards, process, and policies to improve the delivery of CX Program Consulting services to customers and co-workers
  • Develop standardized content and program templates to facilitate the implementation of best practices in specific industry verticals where you have and will develop expertise
  • Contribute to the design and development of new platform features in conjunction with Product Management
  • Where needed, develop thought leadership content, academic/ practitioner articles and participate in conference presentations or webinars

Qualifications & Requirements
  • The candidate must have at least 5 years of CX design and delivery experience as either an in-house CX practitioner within a major industry vertical, or as a consultant who has worked across several industry verticals for a Consulting firm or another CXM vendor
  • Advanced (Master’s or PhD) degree in a research or business-centric field, preferred
  • Must possess expertise in areas of CX Maturity Assessments, Program Design, Customer Journey Mapping, Culture Activation, Action Planning and Insights Analysis 
  • Can demonstrate an understanding of consumer and business-to-business channel experiences and expectations, measures of satisfaction and performance drivers 
  • Has a strong understanding of good research methodology; survey design and data collection. Has strong analytical (qualitative and quantitative) skills and is able to analyze and interpret data, and report insights to customers in a formal presentation
  • Must have Executive Presence. Strong decision-making, problem-solving skills, writing and presentation skills. 
  • Ability to work independently and with a team consisting of executives, project stakeholders and project team members. Consultative and relationship builder who can quickly understand client needs and requirements
  • Willingness and ability to travel up to 25-30% 
  • Personable and strongly demonstrates Qualtrics’ core values
  • Skills:
    • Proficient in use of Microsoft Office suite
    • Working knowledge of SPSS, R or other advanced statistical tool, a plus
    • CCXP/ CXPA certification, a plus

A Day in the Life

This person is responsible for the delivery of program consulting services to prospective and existing Qualtrics customers, across a variety of industries, to help them design world-class CX programs. This role provides services to customers at every stage of their program lifecycle and a wide range of maturity levels. This requires hands-on work in socializing, influencing, and implementing CX best-practices from a methodological and operational point of view. 

This highly-visible role will interface with client stakeholders at different levels of an organization to gain a deep understanding of their business needs and shape their Customer Experience Programs. You will work and collaborate with the larger Customer Experience (CX) delivery teams at Qualtrics to expand Qualtrics footprint within the client account(s).

You will engage with some of the world’s most recognizable brands, to deliver services to augment their ability to execute a CX program, including program design, maturity assessments, program reviews, customer journey mapping, organizational change, and other services.

You will regularly take a lead role in the delivery of these programs. You will understand industry trends, shifts taking place in experience management industry, and be able to design forward-thinking impactful solutions for our clients. 

The ideal candidate will have experience in research in addition to having worked as a practitioner in an evolving Customer Experience program. This person will be required to communicate ideas quickly and crisply, with the ability to leverage experience, credibility, and actionable insights to influence customers, executives, partners, and other stakeholders to reach consensus decisions and move programs forward.


What differentiates us from other companies:
  • Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
  • Qualtrics Experience Program - $1,500 for an experience of your choosing (eligible after a year)
  • We take pride in our offices design aiming at fostering creativity from our rooftop views to an open and collaborative work space.
  • 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
  • On top of standard benefits package (medical employees and their families, 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

To learn more about what we value read about it directly from our employees Qualtrics Life stories

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • We are an open language company so we do not specify on languages and accept all that are helpful toward the product.Languages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • WordpressCMS
    • Qualtrics PlatformCMS
    • SalesforceCRM
    • Qualtrics iQ DirectoryCRM
    • Qualtrics PlatformEmail
    • Adobe CampaignLead Gen
    • MarketoLead Gen
    • MixRankLead Gen
    • RapportiveLead Gen
    • Qualtrics PlatformLead Gen

Location

The office experience is a 5-minute walk from Pioneer Square. The rooftop deck overlooks the Puget Sound and downtown Seattle.

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.
Friends outside of work
Eat lunch together
Intracompany committees
From WLD, Q&able, Q-Salute, Q-Pride, and Mosaiq to the Dream Team, the Green Team, and hosts of other community-founded groups, you'll find a variety of committees which drive community at Qualtrics.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of 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
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
We serve free lunch on Monday, Wednesday, Friday. On Tuesday and Thursday, we offer a subsidized food ordering option. We have breakfast items (cereals, yogurts, etc.) every day of the week.
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Lunch and learns happen on different occasions. Many times, these are sponsored by the Q Groups or another group looking to help spread messaging and education about key topics.
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Cross-department program, Career mentoring, Leadership mentoring.

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. We additionally will have times where tickets to local games/events are on offer or will work as a group to purchase tickets for a variety of activities.

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