Qualtrics XM Technical Lead

hace 4 semanas

Tlaquepaque, Jalisco, México Hewlett Packard A tiempo completo

Job Summary:
The Qualtrics XM Technical Lead will be a pivotal member of the global Customer Experience Listening team within a leading technology company. The role will leverage Qualtrics' Experience Management (XM) platform, including XM Engage and XM Discover, to design, implement, and optimize customer feedback programs, ensuring seamless integration of customer insights into the company's broader CX strategy. This role is instrumental in translating customer data into actionable insights that drive continuous improvement across multiple global markets, ultimately enhancing the end-to-end customer journey.

Key Responsibilities:

  • Configure and manage Qualtrics XM Engage tools to capture, analyze, and report on customer experience data across multiple touchpoints (e.g., surveys, feedback loops, digital intercepts).
  • Develop custom dashboards and automated reporting structures for various stakeholders, including executives, customer service teams, and product development.
  • Ensure proper survey distribution, audience segmentation, and advanced analytics are in place to capture actionable customer insights.
  • Utilize Qualtrics XM Directory to manage and segment customer profiles, ensuring personalized and targeted outreach for feedback initiatives.
  • Desired experience with Qualtrics XM Discover for text analytics and sentiment analysis, leveraging open-text feedback to gain deeper insights into customer experiences and uncover hidden trends.

Customer Experience Program Development:

  • Partner with CX Insight leads to design and execute global CX strategies using Qualtrics XM, aligning customer feedback systems with company goals.
  • Tailor customer feedback programs to specific customer segments, products, or services, ensuring data relevance and actionable outcomes.
  • Work cross-functionally with business operations teams to integrate Qualtrics insights into their daily operations and strategic decisions.

Program Health Monitoring:

  • Establish and monitor program health metrics to ensure the effectiveness of customer experience initiatives over time.
  • Track response rates, completion rates, and other key indicators of program engagement, providing proactive recommendations to improve these metrics.
  • Perform regular program audits to ensure optimal system performance and data integrity within the Qualtrics XM Directory and across all surveys and feedback mechanisms.

Consulting and Advisory:

  • Serve as an internal Qualtrics XM expert, advising on best practices in experience management, survey design, and data analytics.
  • Train and support teams in leveraging the Qualtrics platform for both ad hoc and long-term CX initiatives.
  • Support global CXM projects by offering insights into emerging CX trends and how the Qualtrics platform can drive measurable business outcomes.

System Integration and Support:

  • Collaborate with IT and other relevant departments to ensure proper integration of Qualtrics XM tools with other enterprise systems (e.g., CRM, ERP, analytics tools).
  • Utilize the XM Directory to ensure proper data flow between systems, enabling comprehensive customer profiles for more personalized feedback collection and analysis.

Continuous Improvement:

  • Monitor and optimize feedback programs, ensuring continuous alignment with evolving customer needs, competitive trends, and business objectives.
  • Stay updated with Qualtrics product updates, new features, and best practices, applying relevant updates to improve customer experience efforts.

Required Skills & Qualifications:

  • Experience with Qualtrics: 3-5 years of hands-on experience with the Qualtrics XM platform, particularly in survey design, distribution, XM Directory, and analytics.
  • Customer Experience Management Expertise: Strong background in Customer Experience Management (CXM), with the ability to translate customer feedback into actionable insights.
  • Program Health Monitoring: Experience monitoring the health of CX programs, utilizing metrics like response rates, customer engagement, and program completion rates to ensure continuous improvement.
  • Text Analytics and Sentiment Analysis (Preferred): Desired experience with Qualtrics XM Discover or similar tools to analyze open-text feedback, detect sentiment, and uncover hidden trends.
  • Project Management: Demonstrated experience managing multiple CX initiatives, delivering high-quality outcomes on tight timelines.
  • Cross-Functional Collaboration: Proven ability to work with diverse teams across geographies, including marketing, sales, IT, and customer support.
  • Tech Proficiency: Familiarity with CRM systems (e.g., Salesforce), enterprise data systems, and integrating Qualtrics with other business platforms.

Preferred Qualifications:

  • Certification in Qualtrics XM or similar customer experience management platforms.
  • Experience in global CX programs for large technology firms.
  • Desired experience with Qualtrics XM Discover for deeper insights into customer sentiment and open-text feedback analysis.
  • Background in customer feedback systems, journey mapping, or experience design.

Benefits:

  • Opportunity to work with a global team in a dynamic tech environment.
  • Access to cutting-edge customer experience tools and methodologies.
  • Professional development and training opportunities in customer experience management and data analytics.

Education & Experience Recommended:

  • Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
  • Typically has 10+ years of work experience, preferably in project management, HP Services business units and with global projects, or a related field.

Cross-Org Skills:

  • Effective Communication
  • Results Orientation
  • Learning Agility
  • Digital Fluency
  • Customer Centricity

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