Qualtrics
At Qualtrics, our mission is to build technology that closes experience gaps.

Principal, CX Strategic Advisory Services

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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?

A Day in the Life

This person is responsible for delivery of program consulting services to Qualtrics customers, across a variety of industries, to help them design and run a world-class CX Program. This person will lead with a strategic roadmap to define the program direction, work with clients to drive strategic executive alignment and design programs, journeys and measurement strategy (surveys, embedded data, unstructured data, dashboards, closed-loop flows) to help achieve desired outcomes (such as driving operational efficiencies and cost reduction, increasing revenue and customer loyalty). This individual will help clients drive organizational change and address the common CX challenge of realizing value by creating a systematic approach to driving continuous insights that will help to prioritize where to focus, as well as track and measure the effectiveness of actions taken. 

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, listening post designs, etc.

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 CX Programs. This requires hands-on work in socializing, influencing, and implementing CX best-practices from a strategic, methodological and operational point of view. 

You will understand industry trends, shifts taking place in the experience management industry, and be able to design forward-thinking impactful solutions for our clients. 

Responsibilities

 

  • Utilize customer experience expertise to guide clients and serve as their trusted advisor, in a post-sale environment and help them stand up best-in-class Customer Experience Programs and provide ongoing guidance to help them advance program maturity. 
  • Manage engagements from setting the program vision, roadmap and use case strategy to organizational change, continuous improvement, and ongoing value realization. 
  • Develop and apply strategic program assessment methods and listening design frameworks based on proven approaches to roll out transformational programs and provide ongoing support to coach the clients to advance their current state. This includes providing services like - Maturity Assessments, Program Design & Roadmap, Program Governance, Strategic Reviews, Change Management, Survey Design, Closed-Loop Design, and Action Planning.
  • Translate customer needs into business requirements for large and complex, transformational programs. Collaborate with other Delivery roles to establish an end-to-end engagement strategy (including discovery and scoping) to set the program vision. Define program plans, and deliver against project activities and milestones. 
  • Drive strategic executive alignment by staying engaged with the executive sponsor on the client side and facilitating onsite strategy and planning sessions on a semi-annual basis or more, as needed.
  • Create collaborative relationships with all key business stakeholders and program leaders to enable successful deployment and ongoing success of the program.
  • Guide the analysis of operational, customer and financial data by the Analysts (where needed), to create compelling insights and recommendations tailored for executives, mid-level management, and front-line teams.
  • Develop standardized content and program templates to facilitate the implementation of best practices in specific industry verticals. Apply and evolve vertical industry knowledge to client engagements. 
  • Manage time, budget, as well as identify 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).
  • Partner with other functions across the organization to influence and continuously improve Qualtrics products and services strategies.
  • Develop strategic content for use in consulting, thought leadership, academic/ practitioner articles and participate in conference presentations or webinars.

Qualifications & Requirements 

  • Advanced (Master’s or PhD) degree in a research or business-centric field, preferred
  • The candidate must have at least 8 years of CX design and delivery experience as either a CX practitioner within a major industry vertical, or having worked as a strategic consultant in the field of Customer Experience or a related discipline
  • Can demonstrate an understanding of consumer and business-to-business channel experiences, and expectations and performance drivers 
  • Has a strong understanding of good research methodology and has strong design skills; survey design, data collection, dashboard design. 
  • Has strong analytical (qualitative and quantitative) skills and is able to analyze and interpret data, and report insights to customers in a formal presentation
  • Experience presenting to senior leadership teams, leading strategy sessions, and creating strategic deliverables
  • 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
  • Excellent problem solving skills, with ability to capture detailed insights from stakeholder interviews, organize them for common themes, and synthesize the information into executive-level readouts
  • Strong communication skills including written, analytical, presentation and verbal with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices 
  • Personable and strongly demonstrates Qualtrics’ core values
  • Willingness and ability to travel up to 25-30%


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What are Qualtrics Perks + Benefits

Qualtrics Benefits Overview

We recognize the importance of a benefit program that focuses on overarching wellness for our team and their families. By providing a robust program, we ensure that our teams can do their best work. This means we've built comprehensive benefit programs for our global teams, curating options to fulfill a wide range of needs and to provide an effective security net for both our team and their dependents.

We use a benefits survey to help shape our benefits programs around what’s important to our people. We listen and aim to create inclusive, equitable packages that support our employees and their well-being. Our benefits include "the usual" - health care options, dental, and vision - alongside strong 401k options and other options like legal services, dependent care FSA accounts, transit FSA accounts, and others. We also have some stars of the show - our global employee assistance program, the global wellness reimbursement, our global mental health benefit, a global benefit for adoption and surrogacy, and the experience bonus program.  

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.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Quarterly engagement surveys
In-person all-hands meetings
Every Monday we host our company all-hands. In the offices, there's a breakfast or snack, and we broadcast for everyone who isn't in. Topics range from performance updates to customer visits.
In-person revenue kickoff
President's club
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
In 2020, we launched our global unconscious bias program. We aim to provide our employees with the tools to block and tackle the various types of biases that exist.
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
We have ERGS championing people with disabilities, LGBTQ+, Veterans, Underrepresented Minorities, and Women's Leadership Development.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Our Wellness program includes not only an employee assistance program but, starting in 2022, will also include a Wellness bonus that employees can use on services to support their overall wellbeing.
Mental health benefits
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Equity grants are considered annually based on performance and seniority level, and undergo annual refreshes.
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Qualtrics's parental leave is 6 weeks for all parents. Birthing parents are given an additional 6-8 weeks and have the option to take 2 weeks off before delivery.
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.
Fertility benefits
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Qualtrics offers unlimited sick days, which covers not only the employee but immediate family members. Kids are sick? Stay home without burning your vacation days.
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
We serve catered lunch every day!
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Pet friendly
Recreational clubs
Relocation assistance
Fitness stipend
Qualtrics's Wellness Reimbursement is $300 per quarter for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
Home-office stipend for remote employees
Qualtrics's Work From Home Stipend is $750 for new employees to use in their first 45 days of employment.
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

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. Our benefits packages and workspaces are always subject to revision—but only for the better.

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