Customer Experience Scientist - APJ Advisory Team

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 6,000 people across the globe who think that’s work worth doing.

CX Scientist - APJ Advisory Team

Why We Have This Role

Qualtrics is on a mission to make business more human and eliminate bad experiences. We help companies determine what experiences they want their customers and employees to have, understand the experiences they are actually delivering, and then take action to close the gap. The desire to connect and be understood is innate in every interaction whether it’s face-to-face with teammates, on the phone with agents in your contact center, or as customers scroll through your website. But here’s the catch - understanding how to make those connections is getting harder; customer and employee expectations are constantly evolving and at an all time high, and people are giving less feedback to the companies they buy from, leaving many organizations blind to customer friction. CX & EX leaders must rise to the challenge, modernizing legacy listening programs that rely on surveys alone.

Our Advisory Services team partners directly with clients to design, build, and improve programs focused on creating great Customer & Employee Experiences. We offer a range of Advisory Services, which provide critical leadership and design innovation to clients looking to make big improvements to their CX & EX programs. 

The ideal CX Scientist will have deep expertise designing and building large-scale CX listening programs within global organizations. You will understand the common challenges faced by organizations at all levels of CX maturity, and have experience and credibility to guide customers, executives, and other program owners and stakeholders to better solutions. You will be able to work side-by-side with senior client leaders who are responsible for these programs, and help them be successful - by coaching, offering your own experiences, and helping them crack novel problems that emerge along the way. 

How You’ll Find Success

• Strategic Leadership: Lead design for large-scale programs from vision to ongoing value realization, driving transformational change and continuous improvement.
• Customer Experience Expertise: Utilize your extensive CX design and delivery experience to serve as a trusted advisor, translating customer needs into actionable business requirements.
• Collaborative Co-Creation: Foster collaborative relationships with key stakeholders and program leaders, enabling successful program deployment and ongoing success.
• Analytical Proficiency: Apply strong analytical skills to derive compelling insights and recommendations tailored for executives, management, and front-line teams.
• Influential Communication: Effectively communicate strategic concepts and best practices through written, analytical, and verbal channels, evangelizing key concepts and driving alignment.

How You’ll Grow

Be at the cutting edge of customer experience & experience management.  You will be part of the team that is changing the paradigm of what it means to deliver great customer & employee experiences, how technology will interact with our clients’ cultures to drive improvement, and how clients should redesign their processes based on the insights our solutions deliver. You will be challenged to bring your “A game” - you will continue to grow as a SME working as part of Qualtrics broader global advisory practice, staying up-to-date with the latest innovations, and partnering with leading local & global brands; you will also get strong practice in stakeholder management, communication, problem solving, and peer mentoring & enablement skills in this role. 

Things You’ll Do

• Provide post-sale consulting and advisory support to senior clients in large scale organizations to help stand up best-in-class Customer Experience Programs. This includes services like - CX maturity assessment & roadmapping, customer journey mapping, program design, survey design, data analysis, closed-loop design, change management workshops, program governance, executive presentations and/ or ongoing consulting
• Support large sales efforts to demonstrate the value of Qualtrics’ advisory services to our prospective customers, and help translate customer needs into business requirements
• Define and manage advisory deliverables and activities; managing time & budget, as well as identifying potential risks and issues that may impact the successful delivery of the program. 
• Enable organizations to take action based on customer experience data; translating customer insights into business recommendations, helping clients build business cases and enabling clients to develop operational plans
• Develop standardized content and program templates to facilitate the implementation of best practices in specific industry verticals where you have and will develop expertise
• Create collaborative relationships with all key business stakeholders to enable successful deployment and ongoing success of the program
• Support Qualtrics’ sales and customer success teams by providing ongoing coaching and enablement
• Work with our global leadership team & broader global advisory practice to:
• Lead the development of new and innovative services packages that meet our customers emerging needs and support new product releases; and
• Scale and optimize CX advisory services delivery, by participating in the development of new & improved operational standards & process 
• Work with our CX product and product science teams to influence product development priorities and new product enhancements
• Where needed, develop thought leadership content, academic / practitioner articles and participate in conference presentations or webinars

What We’re Looking For On Your Resume

• 7+ years experience working in CX field and/or related disciplines
• Advanced (Master’s or PhD) degree in a research or business-centric field
• CCXP/ CXPA certification 
• A blend of external consulting experience as well as internal practitioner experience is preferred, although candidates with experience only on one side will be considered
• Experience working with large, complex global organizations
• Able to build trusted, peer relationships with client Executives and practitioners
• Deep understanding of good research methodology; survey design and data collection
• Strong analytical (qualitative and quantitative) skills; able to analyze and interpret data, and report insights to customers in formal presentations &/or reports
• Able to communicate effectively to both highly academic and business (non-academic) audiences 
• Able to manage ambiguous situations by identifying business objectives and orienting Qualtrics team members and customers toward a solution
• Ability to work independently and with a team consisting of executives, project stakeholders and project team members 
• Proficient in use of Microsoft Office & Google docs suite
• Working knowledge of SPSS, R or other advanced statistical tools
• Willingness and ability to travel up to 25% of the time

What You Should Know About This Team 

You will join Qualtrics global advisory practice (comprising ~ 50 x SMEs across CX, EX & Data Science). Day-to-day you will work as part of the regional Asia Pacific & Japan (APJ) Advisory Services team - this team is currently composed of 7 x Experience Management (XM) Scientists based in Australia & Japan, and is responsible for ensuring the successful delivery of CX & EX programs for customers across the region (from implementing new programs through to maturing & evolving existing programs). To achieve these goals, the team also works closely with many other teams across Qualtrics, such as solution strategists & architects, engagement managers, technology consultants, product managers, customer success and sales.

What makes our team unique

We help companies solve their trickiest customer and employee problems through our suite of innovative software products and services. We live by our cultural values: TACOS - Transparency, All In, Customer Obsessed, One Team, and Scrappy.We embrace our core set of leadership principles & behaviors - being Builders (by fostering clarity & cross-team connection); Pacesetters (by championing inclusivity & leading front the front); and Finishers (by being decisive & focused)Work life integration is deeply important to us - we're always looking at ways to improve the work experience with catered lunches, frequent office events, team outings, and flexibility built into our day-to-day. We lead from the front on important issues. We have several teams focused on Diversity, Equity and Inclusion (MOSAIQ), cancer research (Five For The Fight), Women in Leadership (WLD) ... the list goes on.

Our Team’s Favorite Perks and Benefits

• Competitive salary & performance bonuses, as well as superannuation; salary continuance, life and TPD insurances; and mobile phone allowance
• Private health insurance for you and your family, as well as wellness reimbursement every quarter for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
• ‘Experience bonus’ on your anniversary each year (to be used for an “Experience” of your choosing!)
• Extra 5 days ‘Experience leave’ per year
• Catered lunch in the office 5 days per week (or lunch allowance in satellite locations) 
• Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women’s Leadership Development, which exist as places for support, allyship, and advocacy.

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.

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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