Enterprise Qualtrics Product Specialist

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Job summary:

As a key member of our enterprise client experience and insights team, the Enterprise Qualtrics Product Specialist will serve as the primary technical expert and manager of the Qualtrics CX platform in support RSM’s enterprise CX measurement programs. S/he will act as an internal consultant on both best-practice governance and platform management, as well as a subject matter expert on Qualtrics functionality and how to apply it to meet client experience measurement and analytics objectives in accordance with enterprise standards and practices.

Key duties include enterprise platform administration, technical survey creation, optimization, and distribution to enhance the client experience. S/he provides technical integration oversight and integration management in collaboration with other enterprise technology resources. S/he also drives collaborates with cross-functional teams across RSM to ensure effective and consistent survey governance, survey execution, data reporting and related business process improvements. Strong technical expertise, a consultative mindset, and a proactive approach to enhancing platform features are essential for success. S/he will report to the enterprise client experience and insights team and work in close collaboration with primary research, CX, IT, data integration teams across RSM.

Key responsibilities:

Platform Administration and Governance, helping to define and execute Qualtrics platform daily operations, ensuring continuous functionality, performance, and improvement. This includes:

• User Governance: Granting licenses, user permissions, groups & division permissions.
• License Management: Manage and consolidate interactions, track usage.
• Vendor Utilization: Coordinate with external account teams for platform troubleshooting, deprecation strategy, and managed services project requests.
• Intake: Triage and route project intake requests
• Approval: Develop, refine and administer survey approval process and socialization to ensure RSM effectively manages costs associated with Qualtrics usage and mitigate potential business risk from uncoordinated/duplicative survey activity.
• Documentation: maintain enterprise documentation of programs and dependencies to track downstream impacts.

Integrations management, inclusive of the following:

• API Development: Scope, design, execute, and maintain Qualtrics API, Webhook, and SDK connections between enterprise SaaS platforms and data flows.
• CRM / CX Data Management: Determine data requirements, format, and transformation to maintain data integrity and scalable analytics.
• Workflow Design: Implement automated workflows to streamline platform maintenance, project execution, and deliverability.
• System Integration Testing: Create and conduct thorough testing to ensure all integrated systems function as designed.
• Once established, manage the ongoing seamless functioning of integrations with other tools (e.g., ServiceNow, Workday, PowerBI) in collaboration with RSM colleagues, to enable robust data management and reporting

Technical project design and management

• Serve as Qualtrics XM SME for RSM, providing consultative expertise for projects.
• Triage incoming requests from multiple areas of business and platforms, anticipating team capacity. Gather requirements and develop solution documentation
• Identify opportunities to enhance platform capabilities and implement new features across functions; collaborate with product stakeholders, create demos, test environments, and related POCs for integrations to exhibit the “art of the possible” to enterprise CX and RSM practice leaders.  
• Continue to drive process improvements with the release of new product, changing requirements, and additional features.
• Build reporting and alert methods, collaborating with internal and external teams to solution errors.

Survey Design, Analysis and Reporting

• Work with RSM’s primary research and CX measurement and activation leaders to design, develop, and maintain scalable enterprise client surveys across the client lifecycle, focusing on optimal user experience and best practices.
• Conduct analysis on the lift/impact of CX initiatives within and external to Qualtrics data. Partner with Insights and internal stakeholders to meet reporting requirements.
• Develop comprehensive reports, models, and dashboards for enterprise audiences, including accessing and permissions. Help ensure that enterprise CX reporting aligns with team standards as well as RSM’s overall CX business objectives, key performance indicators (KPIs) and chosen core metrics.
• Perform text analytics and sentiment analysis on feedback across multiple channels and audiences. Determine bias and tune models.
• Develop automated, secure, and scalable methods of delivery.

Collaboration and Stakeholder Engagement

• Work with enterprise CX colleagues to develop and execute communications designed to promote user engagement, to craft and deliver training, and help ensure adherence to standards and best practices across teams.
• Act as the primary contact for fellow enterprise CX team member technical support, troubleshooting, and user inquiries related to enterprise CX measurement program technical issues, platform features and functionality

Qualifications:

• Minimum of five years' experience in administration, reporting, and support of Qualtrics EX surveys
• Maintained Qualtrics certification
• Proficient in SQL
• Experience in system integrations
• Experience in project management skills including drafting detailed technical specifications and delivering projects that adapt to changing business needs
• Understands personas & security models within applications 
• Experience with Agile development
• Strong communication skills with the ability to engage and influence stakeholders to drive collaboration, alignment and execution

Preferred Qualifications:

• Demonstrated ability to establish trust with both technical and non-technical stakeholders
• Experience employing strategic enterprise thinking and applying these concepts to technology implementations ​
• Expert knowledge of technical & surveying concepts, including the design, creation and execution of Qualtrics-based listening strategies and related governance

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.

All applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender; sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law. 

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at [email protected].

RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.

RSM will consider for employment qualified applicants with arrest or conviction records in accordance with the requirements of applicable law, including but not limited to, the California Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the San Francisco Fair Chance Ordinance. For additional information regarding RSM’s background check process, including information about job duties that necessitate the use of one or more types of background checks, click here.

At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.