Role Overview:
As a CX Program Manager specialized in Experience Management (XM), operating as part of the Global Consumer Insights Team you will play a pivotal role in enhancing our customer listening, surveying and research capabilities, driving insights that fuel exceptional customer and employee experiences. You’ll leverage, manage and optimize the Qualtrics Experience Management platform, ensuring seamless survey deployment, data integrity, and compliance with governance standards, all while enabling our teams to make data-driven decisions that shape the future of organization.
Responsibilities:
XM Expertise and Best Practice
- Assist in delivery of XM Programs and initiatives that support the overall company XM strategy.
- Assist in influencing the strategy of various teams to consider implementation of best practice experience management.
- Advocate for voice-of-the customer in support of company initiatives and goals.
- Design, implement, and enhance surveys and CXM programs for new and existing listening posts.
Platform Administration and Optimization
- Manage and maintain the Qualtrics platform, including user accounts, permissions, and system configurations.
- Stay ahead of the curve by implementing new Qualtrics features and updates to enhance the platform’s functionality.
- Continuously optimize the platform to support the organization's dynamic research and insights needs.
Survey Development
- Provide technical expertise to teams across organization, assisting with advanced survey design, logic, and automation workflows.
- Collaborate with internal stakeholders to align surveys with the organization’s strategic objectives and priorities.
- Assist in Training and guiding users on best practices to ensure they maximize the value of Qualtrics in delivering actionable insights.
Governance, Security, and Compliance
- Define and enforce governance policies for surveys and data handling, ensuring alignment with organization’s global privacy and security standards.
- Ensure compliance with external regulations, including GDPR, HIPAA, and other applicable laws.
- Conduct regular audits of platform usage and survey data to mitigate risks and uphold Organization’s reputation for trust and integrity.
Issue Resolution and Vendor Coordination
- Serve as a key liaison with Qualtrics Support to resolve technical issues, including bugs, feature malfunctions, and outages.
- Create comprehensive support tickets with detailed documentation (e.g., screenshots, error logs, issue replication steps).
- Participate in troubleshooting sessions with Qualtrics engineers to expedite resolutions and minimize disruptions.
Data-Driven Improvements and Reporting
- Monitor and analyze trends in platform performance and issue resolution to recommend preventive measures and optimizations.
- Regularly update leadership and stakeholders on platform health, key issues, and enhancements to drive informed decisions.
Skillset:
- Proven experience ( 5+ years) as an XM / VoC / Qualtrics Platform delivery role or in a similar role managing experience management tools.
- Expertise in survey design, data governance, and regulatory compliance (e.g., GDPR, HIPAA).
- Strong analytical and problem-solving skills with an eye for detail.
- Exceptional communication and collaboration skills to engage with diverse stakeholders, including technical teams and end users.
- Ability to manage multiple priorities in a fast-paced, innovative environment.
- Familiarity with advanced Qualtrics features like API integrations, XM Directory, or custom dashboards is preferred.
- Knowledge of analytics tools and techniques to derive actionable insights is preferred.
- Experience in supporting large-scale survey initiatives within global organizations is preferred.
- Certification in Qualtrics, XM, CCXP, or related platforms is a plus and is preferred.
Compensation:
The pay rate range above is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this position (compensation may vary outside of this range depending on a number of factors, including but not limited to, a candidate’s qualifications, skills, competencies, experience, location and end client requirements).
Benefits and Ancillaries:
Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.
Aditi Consulting LLC uses AI technology to engage candidates during the sourcing process. AI technology is used to gather data only and does not replace human-based decision making in employment decisions.
