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Experience Management Scientist - CX Center of Excellence
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About the position
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. XM Scientist - CX Center of Excellence Why We Have This Role The CX Center of Excellence (CoE) is seeking an experienced XM Scientist to serve as a critical catalyst for delivering on our CX vision and strategy. This role bridges the gap between customer insights and business action, working across the organization to ensure we're listening to and understanding the needs, perceptions, and expectations of our customers and partners. You’ll design forward-thinking journey-centric programs that support business needs while maturing our CX efforts in innovative yet practical ways. Your expertise will directly translate customer insights into business recommendations and execution plans that improve experiences and drive loyalty.
Responsibilities
Works with journey teams to apply your expertise across program assessment, survey design, closed-loop design, data analysis, financial linkage reporting (in partnership with data analysts), change management and journey mapping
Help internal teams take action on CX data by translating customer insights into business recommendations, building business cases for change, and developing execution plans
Identify opportunities to improve and mature the organization's approaches to customer listening, working with business stakeholders to collect and interpret data and insights
Define and manage CX projects and activities with cross-functional teams, applying CX best practices, identifying risks and issues, and providing timely communications to stakeholders
Work with CX CoE's Engagement Managers to optimize the use of the Qualtrics platform to enable CX impact
Contribute to creating and evolving CX operational standards, processes, and policies to scale and optimize the impact of the CX CoE
Requirements
Experience: At least 8 years of CX program design and management experience as either an in-house CX practitioner or as a consultant. Experience working in a global, enterprise B2B CX program is a plus.
CX Competencies: Expertise in key experience management competencies including collecting experience and operational data, establishing mechanisms to prioritize and drive improvements, tracking CX efforts against business objectives, activating employees for change, and creating differentiated experiences.
Research & Analysis: Strong understanding of research methodology, survey design, and data collection practices. Strong analytical skills with ability to analyze, interpret, and visually report insights in compelling ways.
Facilitation Skills: Strong experience running workshops with stakeholders. Capable group facilitator and presenter.
Relationship Building: Consultative relationship builder who can quickly understand stakeholders' needs and requirements.
Leadership: Well-developed negotiation and problem-solving skills with ability to provide direction without direct authority. Proven track record driving positive organizational change in complex environments.
Platform Knowledge: Experience using and deploying Qualtrics XM platform to drive CX outcomes.
Education & Certifications: Advanced degree in a research or business-centric field is a plus.
Benefits
Comprehensive health, dental, and vision insurance plans.
Generous paid time off and parental leave policies.
Learning and development programs to support your professional growth.
Flexible hybrid work model to balance collaboration with remote work.
Employee resource groups and diversity & inclusion initiatives fostering belonging.
