Description
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 microphone 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 Manager, CX Center of Excellence
Why We Have This Role In a rapidly evolving market, understanding and improving the customer experience is paramount to our corporate mission. This role is crucial for ensuring that customer insights drive our products and services. By embodying a culture of customer obsession, you'll help solidify Qualtrics' reputation as the leader in the Experience Management industry. As the Program Leader of Qualtrics' global internal Customer Experience (CX) program, you will drive and mature our CX Center of Excellence to become the benchmark for excellence in customer experience. In this leadership position, you will oversee a dedicated team, champion our customer-centric strategy, and implement the innovative capabilities of the Qualtrics XM platform to enhance every customer interaction. How You'll Find Success To be successful in this role, you will need strong communication skills and the ability to foster collaboration across multiple functions. Your strategic vision must align closely with executive leadership, utilizing data-driven insights to enhance the customer experience effectively. The ability to build relationships and drive cultural change within the organization will be key to achieving outcomes that reflect our commitment to being customer-centric. How You'll Grow In this role, you will advance your leadership skills and deepen your understanding of CX strategies and methodologies. You will have opportunities to engage with senior executives, collaborate across departments, and influence company-wide initiatives. As the CX program matures, you will be positioned to lead cross-functional projects and drive innovative changes that will further enhance your expertise and visibility in the industry. Things You'll Do- Communicate and champion our CX strategy across the organization to ensure alignment and engagement.
- Lead a team of CX experts focused on executing the CX program and promoting best practices.
- Develop an end-to-end CX transformation plan, encompassing measurement, analysis, training, and operational processes to drive experience improvements and related business outcomes.
- Define core CX program objectives and KPIs, and spearhead strategic initiatives to achieve these goals.
- Establish effective governance models and facilitate executive engagement to drive cross-functional action.
- Leverage the Qualtrics XM platform to enhance customer experience insights and promote its widespread adoption.
- Foster a culture of continuous improvement and excitement around customer-centric initiatives across the organization.
- 10+ years of experience in a Customer Experience-related field.
- Proven track record in driving successful business outcomes and change within complex, global environments.
- Extensive experience managing relationships with senior executives in large multinational organizations.
- Strong understanding of CX methodologies and technologies (e.g., NPS, CES, journey mapping).
- Experience working collaboratively with product, engineering, or technical teams.
- Demonstrated ability to implement data-driven actions and manage change effectively.
- Exceptional interpersonal skills, with a demonstrated ability to work as a key team player.
- We are a dynamic and adventurous marketing team, unafraid to push boundaries and achieve remarkable results.
- Challenges excite us, as we view them as opportunities for growth and positive transformation.
- We are not merely observers of change; we actively initiate and drive it.
- Qualtrics Experience Program - A bonus each year for an experience of your choosing
- Worldwide and diverse community that enjoys helping each other
- At Qualtrics we are constantly working to create an environment where everyone feels safe and comfortable coming to work and can, as a result of our culture, make their best possible contribution to our team
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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