Senior Customer Experience Consultant

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.

Senior Customer Experience Consultant

Why We Have This Role

This role is pivotal in delivering program consulting services to existing Qualtrics customers, spanning various industries, to shape world-class CX programs. You'll interface directly with client stakeholders, understanding their business needs, and guiding them through the development and enhancement of their Customer Experience Programs. By collaborating with other Qualtrics teams, you'll expand Qualtrics' footprint within client accounts, contributing to our growth and impact.

How You’ll Find Success

• Consultative Approach: Ability to provide post-sale consulting and advisory support, translating customer needs into actionable recommendations and supporting plans.
• Industry Expertise: Strong understanding of CX program design and execution, with at least 5 years of experience in CXM across major industry verticals.
• Strategic Thinking: Capability to understand industry trends, shape forward-thinking solutions, and drive impactful outcomes for clients.
• Effective Communication: Clear and concise communication skills to influence stakeholders and drive consensus decisions.
• Project Management: Proficiency in defining and managing tasks, ensuring timely delivery, and mitigating risks for advisory deliverables
• Adaptability: Willingness to travel up to 25% and collaborate with diverse teams and clients across different locations.

How You’ll Grow

• Professional Development: Opportunity to further develop expertise in CX design, delivery, and consulting through hands-on experience and learning opportunities.
• Leadership Skills: Chance to play a role in evolving and enhancing CX programs, honing leadership and problem-solving abilities.
• Industry Recognition: Possibility to contribute to thought leadership content, academic articles, and conference presentations, enhancing visibility and recognition in the CXM domain.

Things You’ll Do

• Consulting Services: 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.
• Stakeholder Engagement: Foster collaborative relationships with key stakeholders to ensure the ongoing success and impact of CX programs.
• Project Management: Define and manage project tasks, budgets, and risks, while maintaining effective, proactive communication with all stakeholders.
• Operational Optimization: Scale and optimize CX advisory services delivery by developing operational standards, processes, and templates.
• Thought Leadership: Contribute to the design of new platform features, develop thought leadership content, and participate in conferences or webinars.

What We’re Looking For On Your Resume

• CX Expertise: 5-8 years of CX program design and delivery experience across major industry verticals.
• Educational Background: Bachelors Degree required. Advanced degree in a research or business-centric field preferred.
• Methodological Knowledge: 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.
• Communication Skills: 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 
• Certifications: CCXP/CXPA certification or other CX-related certifications desired.

What You Should Know About This Team

• Collaborative Culture: We foster a collaborative environment where team members work together to drive impactful outcomes for our clients.
• Industry Impact: Joining our team means engaging with some of the world's most recognizable brands and contributing to their CX program success and organizational impact.

• Growth Opportunities: You'll have ample opportunities for professional growth and development, with support for further education, certifications, and industry recognition.
• Travel Flexibility: Willingness and ability to travel up to 25% as needed.

Our Team’s Favorite Perks and 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.
• Other parental benefits include 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.

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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