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Xm Scientist, Customer Experience
hace 2 semanas
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?
**Why Qualtrics?**:
At Qualtrics, our mission is to close experience gaps - the costly differences between what customers and employees expect, and what they are receiving. The experience an organization delivers to its customers has significant impact on financial outcomes like churn, share of wallet and the overall bottom-line of the organization.
As the customer experience expectations and landscape shifts, organizations are also looking for new ways to not just monitor, but understand and improve the experiences they deliver. Qualtrics provides a comprehensive approach built on a foundation of world-class technology and solid expertise that is driving results for many of the world's top organizations by helping them reshape their Customer Experience strategy.
Qualtrics has more than 9,000 enterprise customers worldwide, over 1,000 employees, very strong quarter-over-quarter revenue growth and notable profitability since inception. Come see why our employees and customers love being part of the Qualtrics team
**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 the experience management industry, and be able to design forward-thinking impactful solutions for our clients.
**Responsibilities**:
- 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 to 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 conjuncti
