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Our mission is to help organizations serve and support customers and employees in proactive, personalized ways.
The Role
The Experience Management Scientist will translate customer insights into actionable business strategies, facilitate workshops, and improve customer experience practices across the organization.
Summary Generated by Built In
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.
XM Scientist - CX Center of Excellence 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.
Why We Have This Role
The CX Center of Excellence (CoE) is seeking an experienced XM Scientist to serve as a critical catalyst for delivering on our CX vision and strategy. This role bridges the gap between customer insights and business action, working across the organization to ensure we're listening to and understanding the needs, perceptions, and expectations of our customers and partners. You’ll design forward-thinking journey-centric programs that support business needs while maturing our CX efforts in innovative yet practical ways. Your expertise will directly translate customer insights into business recommendations and execution plans that improve experiences and drive loyalty.
How You'll Find Success
- Consultative Partnership: You build strong relationships with stakeholders and quickly understand their needs. You are able to provide strong direction without direct authority.
- Strategic Translation: You excel at converting complex customer insights into compelling business cases and actionable recommendations that drive change.
- Expert Facilitation: You run effective workshops with stakeholders and are a capable group facilitator and presenter who helps teams make key project decisions.
- Change Leadership: You bring a proven track record of driving positive organizational change (process and culture) in complex environments.
- CX Expertise: You deeply understand and can teach CX methods to non-experts, with strong analytical skills to interpret data and report insights in engaging ways.
- Adaptive Problem-Solver: You possess well-developed negotiation and problem-solving skills and can work both independently and collaboratively.
How You'll Grow
- Be a key member of a team strategically positioned to drive systemic business change and growth
- Work with senior leadership across the organization to drive an improved customer experience with high visibility and influence
- Expand your skillset by becoming familiar with our CDP, workflow automation tools, and the Qualtrics XM platform
- Contribute to setting standards, maturing and evolving CX practices at a global scale
Things You'll Do
- Works with journey teams to apply your expertise across program assessment, survey design, closed-loop design, data analysis, financial linkage reporting (in partnership with data analysts), change management and journey mapping
- Help internal teams take action on CX data by translating customer insights into business recommendations, building business cases for change, and developing execution plans
- Identify opportunities to improve and mature the organization's approaches to customer listening, working with business stakeholders to collect and interpret data and insights
- Define and manage CX projects and activities with cross-functional teams, applying CX best practices, identifying risks and issues, and providing timely communications to stakeholders
- Work with CX CoE's Engagement Managers to optimize the use of the Qualtrics platform to enable CX impact
- Contribute to creating and evolving CX operational standards, processes, and policies to scale and optimize the impact of the CX CoE
What We're Looking For On Your Resume
- Experience: At least 8 years of CX program design and management experience as either an in-house CX practitioner or as a consultant. Experience working in a global, enterprise B2B CX program is a plus.
- CX Competencies: Expertise in key experience management competencies including collecting experience and operational data, establishing mechanisms to prioritize and drive improvements, tracking CX efforts against business objectives, activating employees for change, and creating differentiated experiences.
- Research & Analysis: Strong understanding of research methodology, survey design, and data collection practices. Strong analytical skills with ability to analyze, interpret, and visually report insights in compelling ways.
- Facilitation Skills: Strong experience running workshops with stakeholders. Capable group facilitator and presenter.
- Relationship Building: Consultative relationship builder who can quickly understand stakeholders' needs and requirements.
- Leadership: Well-developed negotiation and problem-solving skills with ability to provide direction without direct authority. Proven track record driving positive organizational change in complex environments.
- Platform Knowledge: Experience using and deploying Qualtrics XM platform to drive CX outcomes.
- Education & Certifications: Advanced degree in a research or business-centric field is a plus.
What You Should Know About This Team
- Dynamic Team with Big Vision: Join a passionate, growing team at Qualtrics where each member plays a vital role in shaping our direction and impact, providing meaningful opportunities for professional growth within a fast-paced environment.
- Driving Customer-Centric Innovation: As part of the CX CoE team, you'll help the business create best-in-class customer experiences by leveraging "X" (experience) and "O" (operational) data insights to influence change that results in tangible business impact.
- High Visibility and Influence: This role offers exceptional visibility throughout the organization. You'll present recommendations directly to senior leadership, positioning you as a key contributor to the company's strategic direction.
- Global Collaboration: Collaborate with a diverse team across departmental boundaries and global markets to infuse customer insights into every function across the business.
Our Team’s Favorite Perks and Benefits
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off and parental leave policies.
- Learning and development programs to support your professional growth.
- Flexible hybrid work model to balance collaboration with remote work.
- Employee resource groups and diversity & inclusion initiatives fostering belonging.
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 inclusion of all qualified individuals. Reasonable accommodations are available—please let your recruiter know if needed.
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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
$136,000—$195,500 USD
Top Skills
Data Analysis Tools
Qualtrics Xm Platform
What the Team is Saying
Saloni
Software Engineer
Alexia
Software Engineer
Kate
Product Marketing Manager, Frontline CX Product Portfolio
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The Company
What We Do
Qualtrics is trusted by thousands of the world’s best organizations to power exceptional customer and employee experiences that build deep human connections, increase customer loyalty, boost employee engagement, and drive business success. Our advanced AI and specialized Experience Agents™ allow businesses and governments to proactively interact with customers and employees in personalized ways across every channel and touchpoint, respond in-the-moment to fix or improve experiences, and stay across the latest market trends and opportunities.
Our vision, as an organization, is to improve the human experience.
Why Work With Us
We're a place where strategic risks are encouraged & complex problems get solved together. Where nimble teams are empowered to set aggressive goals & move fast to win. A place that makes you feel safe as your authentic self. Where everyday work results in growth. And, most importantly, where what you do matters. That's why we work at Qualtrics.
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About our Teams
Qualtrics Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
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.
Typical time on-site:
3 days a week
