Senior Customer Experience Consultant

Summary

Join Qualtrics as a Senior Customer Experience Consultant and help world-class brands build exceptional CX programs. You will provide post-sale consulting services, guiding clients through program development and enhancement. This pivotal role requires strong CX expertise, strategic thinking, and effective communication. You'll collaborate with internal teams and clients, expanding Qualtrics' footprint and contributing to our growth. The position offers professional development opportunities, leadership growth, and industry recognition. Join a collaborative team impacting some of the world's most recognizable brands.

Requirements

• 5-8 years of CX program design and delivery experience across major industry verticals
• Bachelors Degree
• Strong understanding of CX program design best practices and ability to demonstrate pragmatic strategies and tactics to drive CX program adoption, enhancement, and activation within organizations
• Exceptional writing and presentation skills, with the ability to influence stakeholders, at multiple organizational levels, effectively
• Experience: NLP/Text Analytics, AI-led Design Principles, XM for Contact Centers and Frontlines

Responsibilities

• Provide post-sale consulting support focused on delivering client office hours and expert coaching sessions across a wide array of CX topics, like: program governance, establishing a center of excellence, survey design best practices/survey reviews, digital CX program design best practices, creating role-based dashboards that drive action, building systems of action/closing the loop, CX metric target setting, enabling customer-centric cultures, demonstrating ROI of CX, etc
• Foster collaborative relationships with key stakeholders to ensure the ongoing success and impact of CX programs
• Define and manage project tasks, budgets, and risks, while maintaining effective, proactive communication with all stakeholders
• Scale and optimize CX advisory services delivery by developing operational standards, processes, and templates
• Contribute to the design of new platform features, develop thought leadership content, and participate in conferences or webinars

Preferred Qualifications

• Advanced degree in a research or business-centric field
• CCXP/CXPA certification or other CX-related certifications

Benefits

• Medical, Dental, and Vision coverages as well as generous 401(k) match
• Wellness Reimbursement for $300 per quarter for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more
• $1800 Experience bonus to be used for an “Experience” of your choosing
• 6 weeks parental leave for all parents, with an additional 6-8 weeks for birthing parents. Parents can also take advantage of our 4 week part-time transition period back to work
• Fertility coverage of two cycles of fertility assistance, adoption assistance, cloud village daycare within walking distance of Provo office, Milk Stork for shipping breast milk home when you are traveling
• 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