XM Scientist - Global Customer Experience (CX) Center of Excellence

XM Scientist - Global Customer Experience (CX) Center of Excellence

Why We Have This Role

As a CX XM Scientist in Qualtrics' internal Global Customer Experience Center of Excellence, you will play a pivotal role in driving our vision and strategy to enhance customer experiences. This role is crucial for ensuring we listen to, understand, and act upon the needs and expectations of our customers and partners. You will collaborate across teams to develop innovative, research-based programs that support our business goals and mature Qualtrics' own CX efforts, ultimately fostering loyalty and satisfaction.

How You’ll Find Success:

• Strategic Thinker: You turn customer insights into actionable business recommendations that influence decision-making and drive changes.
• Relationship Builder: You form collaborative relationships with key stakeholders, ensuring a mutual understanding of CX goals and initiatives.
• Data-Driven Decision Maker: You leverage analytical skills to interpret and report insights in an engaging manner that drives objective-focused actions.
• Change Advocate: You help activate employees for change, emphasizing desired mindsets and behaviors to promote a positive CX culture.
• Effective Facilitator: You lead workshops and collaborative meetings that help stakeholders make informed key project decisions.

How You’ll Grow:

• Expand your knowledge of advanced CX methodologies and tools, enhancing your ability to teach non-experts and lead effective workshops.
• Hone your executive presentation skills by preparing and presenting your work to key business leaders.
• Be a key leader of a team strategically positioned to drive systemic business change and growth.
• Gain experience in using the Qualtrics XM platform.
• Develop your leadership and consultative skills by working across various teams to embed CX practices deeply within our organization.

Things You’ll Do:

• Drive Action on CX Data: Translate customer insights into business recommendations, and develop execution plans to enhance CX initiatives.
• Enhance Customer Listening Approaches: Identify opportunities to improve and mature our customer listening techniques through data collection and analysis.
• Lead CX Projects: Define and manage cross-functional CX projects, applying best practices and providing timely communications to stakeholders.
• Support Transformation Roadmap: Design and execute communications and education initiatives to facilitate CX transformation and enablement activities.
• Optimize CX Operations: Collaborate with technology consultants and other teams to maximize the Qualtrics platform's utility for CX efforts.

What We’re Looking For On Your Resume:

• Minimum of 8 years of experience in CX program design and management, either as an in-house practitioner or consultant.
• Proven expertise in experience management competencies, including data collection, prioritization, and driving improvements based on actionable insights.
• Strong analytical skills with experience in research methodologies, survey design, and impactful data presentation.
• Experience facilitating workshops with stakeholders and a consultative approach to building relationships with executive presence.
• Track record of driving positive organizational change within complex environments.

What You Should Know About This Team:

• Our team is dedicated to fostering a culture of continuous improvement and innovation in customer experience.
• We value collaboration and inclusivity, ensuring that all voices are heard as we shape our CX strategy.
• As part of this dynamic team, you will have the opportunity to make a significant impact on customer experiences and loyalty across the organization.

Our Team’s Favorite Perks and Benefits:

• A competitive benefits package, including medical, dental, vision, and life insurance.
• Opportunities for professional growth through continuous learning and development programs.
• Engaging team-building events and a fun, collaborative office environment.
• Flexibility in the Qualtrics hybrid work model, allowing you to balance work and life effectively.

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 the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

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