Qualtrics Principal, Advisory Consultant in Dallas, Texas
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?
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 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 conjunction with Product Management
Where needed, develop thought leadership content, academic/ practitioner articles and participate in conference presentations or webinars
Qualifications & Requirements
The candidate must have at least 5 years of CX design and delivery experience as either an in-house CX practitioner within a major industry vertical, or as a consultant who has worked across several industry verticals for a Consulting firm or another CXM vendor
Advanced (Master’s or PhD) degree in a research or business-centric field, preferred
Must possess expertise in areas of CX Maturity Assessments, Program Design, Customer Journey Mapping, Culture Activation, Action Planning and Insights Analysis
Can demonstrate an understanding of consumer and business-to-business channel experiences and expectations, measures of satisfaction and performance drivers
Has a strong understanding of good research methodology; survey design and data collection. Has strong analytical (qualitative and quantitative) skills and is able to analyze and interpret data, and report insights to customers in a formal presentation
Must have Executive Presence. Strong decision-making, problem-solving skills, writing and presentation skills.
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
Willingness and ability to travel up to 25-30%
Personable and strongly demonstrates Qualtrics’ core values
Proficient in use of Microsoft Office suite
Working knowledge of SPSS, R or other advanced statistical tool, a plus
CCXP/ CXPA certification, a plus
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 experience management industry, and be able to design forward-thinking impactful solutions for our clients.
The ideal candidate will have experience in research in addition to having worked as a practitioner in an evolving Customer Experience program. This person will be required to communicate ideas quickly and crisply, with the ability to leverage experience, credibility, and actionable insights to influence customers, executives, partners, and other stakeholders to reach consensus decisions and move programs forward.
The base pay range for this position is $121.5k - 230k per year; however, base pay offered 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, in addition to a range of medical, financial, and other benefits, based on eligibility criteria.
Qualtrics is an Equal Opportunity employer. Individuals seeking employment at Qualtrics are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
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