Description: Our client is currently seeking a Researcher / CX Project Manager, Qualtrics
Position: Researcher (Mid-Level)
Location: Remote
Duration: 6 month W2 Contract, no C2C, extendible
Role Overview:
As a CX Project Manager specializing in Experience Management within the Global Consumer Insights Team, you will enhance our customer listening, surveying, and research capabilities. Your insights will drive exceptional customer and employee experiences. You will manage and optimize the Qualtrics Experience Management platform, ensuring seamless survey deployment, data integrity, and compliance with governance standards. Your work will enable data-driven decisions that shape the future of our organization.
Responsibilities:
XM Expertise and Best Practices:
Assist in delivering XM programs and initiatives supporting the overall company XM strategy.
Influence various teams across the company to implement best practice experience management.
Advocate for the voice of the customer in support of company initiatives and goals.
Design, implement, and enhance surveys and CXM programs for new and existing listening posts.
Platform Administration and Optimization:
Manage and maintain the Qualtrics platform, including user accounts, permissions, and system configurations.
Implement new Qualtrics features and updates to enhance platform functionality.
Continuously optimize the platform to support dynamic research and insights needs.
Survey Development:
Provide technical expertise to teams, assisting with advanced survey design, logic, and automation workflows.
Collaborate with internal stakeholders to align surveys with strategic objectives and priorities.
Train and guide users on best practices to maximize the value of Qualtrics in delivering actionable insights.
Governance, Security, and Compliance:
Define and enforce governance policies for surveys and data handling, ensuring alignment with global privacy and security standards.
Ensure compliance with external regulations, including GDPR, HIPAA, and other applicable laws.
Conduct regular audits of platform usage and survey data to mitigate risks and uphold the organization's reputation for trust and integrity.
Issue Resolution and Vendor Coordination:
Serve as a key liaison with Qualtrics Support to resolve technical issues, including bugs, feature malfunctions, and outages.
Create comprehensive support tickets with detailed documentation (e.g., screenshots, error logs, issue replication steps).
Participate in troubleshooting sessions with Qualtrics engineers to expedite resolutions and minimize disruptions.
Data-Driven Improvements and Reporting:
Monitor and analyze trends in platform performance and issue resolution to recommend preventive measures and optimizations.
Regularly update leadership and stakeholders on platform health, key issues, and enhancements to drive informed decisions.
Required Skills:
Proven experience (5+ years) in an XM/VoC/Qualtrics Platform delivery role or similar, managing experience management tools.
Expertise in survey design, data governance, and regulatory compliance (e.g., GDPR, HIPAA).
Strong analytical and problem-solving skills with attention to detail.
Exceptional communication and collaboration skills to engage with diverse stakeholders, including technical teams and end-users.
Ability to manage multiple priorities in a fast-paced, innovative environment.
Familiarity with advanced Qualtrics features like API integrations, XM Directory, or custom dashboards is preferred.
Knowledge of analytics tools and techniques to derive actionable insights is preferred.
Experience supporting large-scale survey initiatives within global organizations is preferred.
Certification in Qualtrics, XM, CCXP, or related platforms is a plus.
Contact: jwarchol@judge.com
This job and many more are available through The Judge Group. Find us on the web at www.judge.com
