Principal, CX Strategic Advisory Services
Company: Qualtrics
Location: Raleigh
Posted on: January 27, 2023
Job Description:
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 cant 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 LifeThis 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
worlds 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 (Masters or PhD) degree in a research or
business-centric field, preferred
- The candidate must have at least 10 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%The base pay
range for this position is $146k - 266.5k 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.
Keywords: Qualtrics, Raleigh , Principal, CX Strategic Advisory Services, Other , Raleigh, North Carolina
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