Cx Consultant

9 hours ago

Sydney, Australia Qualtrics Full time

At Qualtrics, we create software that 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 18,000 clients globally. Building a category takes grit, determination, and an appreciation for the unconventional—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 ambitious goals and move fast to achieve them. Strategic risks are encouraged, and complex problems are solved by collaborating and iterating until the best solution comes to light. You won’t have to look to find growth opportunities— 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.

**CX Consultant - Advisory**

**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 Consultant - 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 various client stakeholders who are responsible for these programs, and help them be successful.

**How You'll Find Success**
- **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.
- **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 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.

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