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.
Principal XM Scientist
Why We Have This Role
This role is crucial in delivering program consulting services to Qualtrics customers across various industries, empowering them to develop and execute world-class CX Programs. You'll lead with creation of a strategic roadmap, collaborating closely with clients to align on program vision, design journeys, and measurement strategies. By leveraging your expertise, you'll guide clients through organisational change, driving continuous insights and helping them realise tangible business outcomes.
This person is responsible for delivery of program consulting services to Qualtrics customers, across a variety of industries, to help them design and run a world-class CX Program focused on transforming our clients’ frontline care interactions. This person will lead with a strategic roadmap to define the program direction, work with clients to drive strategic executive alignment and design programs, journeys and measurement strategy (surveys, embedded data, unstructured data, dashboards, closed-loop flows) to help achieve desired outcomes (such as driving operational efficiencies and cost reduction, increasing revenue and customer loyalty). This individual will help clients drive organisational change and address the common CX challenge of realising value by creating a systematic approach to driving continuous insights that will help to prioritise where to focus, as well as track and measure the effectiveness and associated value of actions taken.
In this role, deep experience in Contact Centre Operations and/or Transformation and with design/analysis of unstructured data from call centre, chat, social media, and review sites is crucial. This requires:
You will engage with some of the world’s most recognizable brands, to deliver services to augment their ability to execute a CX program, including program design, maturity assessments, program reviews, customer journey mapping, listening post designs, etc.
This highly-visible role will interface with client stakeholders at different levels of an organization to gain a deep understanding of their business needs and shape their CX Programs. This requires hands-on work in socializing, influencing, and implementing CX best-practices from strategic, methodological and operational points of view.
You will understand industry trends, shifts taking place in the experience management industry, and be able to design forward-thinking impactful solutions for our clients.
How You’ll Find Success
How You’ll Grow
Things You’ll Do
What We’re Looking For On Your Resume
What You Should Know About This Team
Our Team’s Favourite Perks and Benefits
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.
Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act
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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