Analyst, Resolution

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.**Analyst, Resolution**:**Why We Have This Role**The Resolution Team is at the epicenter of Qualtrics’ product operations, positioned between our engineering, product management, operations, and customer-facing organizations. As Qualtrics rapidly scales, the team's core responsibilities are to aggregate, analyze, and glean insights from our customers’ experience. This work directly informs the product roadmap, ensures software quality, and addresses acute customer pain through prompt escalation and resolution. The insights generated are crucial for prioritizing development efforts on what truly matters to users, ensuring feedback is deeply understood and actioned upon to safeguard the customer experience and drive product improvements in a fast-paced environment. Ultimately, this team's contribution is fundamental to Qualtrics' commitment to product excellence and overall customer success.**How You’ll Find Success**- Qualtrics’ Resolution Analysts are dedicated to optimizing our customers’ experience with our software- Leverage that product expertise to provide technical solutions to software challenges- Ensure the strategic roadmap for our product reflects the voice of our customers- Identify and catalog all existing specialty resources, simplifying and consolidating where possible to reduce search fatigue and waste- Improve specialty ramp time and knowledge by developing ramping documentation and plans for each product specialty- Improve key support outcomes by conducting rigorous analysis (with data analysts) to identify top actionable drivers of support metrics and find solutions**How You’ll Grow**- Resolution Analysts are the unequivocal product experts at Qualtrics- Build and manage relationships with internal stakeholders who are senior leaders of our product, engineering, global operations, and customer success organizations.- Develop ability to present to leaders in a clear and persuasive way- This unique combination of technical, strategic, and relational experience ensures professional success for Resolution Specialists along product management, software engineering, and data analytics career paths.- Gain practical experience running critical programs that help improve performance, both individually and at scale.- Learn how to effectively use data to drive change through issue identification to solution implementation**Things You’ll Do**Resolution Analysis- Investigate incidents affecting customers’ experience with the software- Collaborate with customer-facing leaders to understand customer program impact- Leverage industry-leading technology to deeply and effectively troubleshoot- Partner with engineering leaders to deploy solutions into the productProduct Analysis- Develop and maintain systems to capture meaningful data on our customers’ experiences with our software- Conduct rigorous analysis of voice of customer data to glean insights on customer pain points and desires to inform the product roadmap- Interact regularly with product management and engineering leaders to present analysis and proposed product and feature updatesTechnical Analysis- Enhance product operations through analysis of operational and experience data- Build automated processes to enhance efficiency and minimize error- Create data visualizations and dashboards for operational management**What We’re Looking For On Your Resume**- Bachelor’s or Master's degree from a top university- At least 5 years of professional experience in a technical role- Familiarity with software and front-end development- Coding skills (R, Python, VB, Java, CSS, HTML, etc.)- Ability to take on problems and identify the root cause of issues- Skill and a real passion for operational excellence- Ability to concurrently manage multiple projects in a dynamic environment- Comfort working both autonomously and collaboratively- Ability to articulate technical co