Researcher II

JOB TITLE: CX Program Manager
LOCATION: REMOTE
DURATION: 5 months
PAY RANGE: $31-$41/hr

COMPANY:
Our client, a multinational e-commerce corporation is looking to identify a CX Program Manager to join their team.

Role Overview:
As a CX Program Manager specialized in Experience Management (XM), you will play a pivotal role in enhancing our customer listening, surveying and research capabilities, driving insights that fuel exceptional customer and employee experiences. You'll leverage, manage and optimize the Qualtrics Experience Management platform, ensuring seamless survey deployment, data integrity, and compliance with governance standards, all while enabling our teams to make data-driven decisions that shape the future of organization.

Responsibilities:

• XM Expertise and Best Practice
• Assist in delivery of XM Programs and initiatives that support the overall company XM strategy.
• Assist in influencing the strategy of various teams across to consider implementation of best practice experience management.
• Advocate for 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.
• Stay ahead of the curve by implementing new Qualtrics features and updates to enhance the platform's functionality.
• Continuously optimize the platform to support the organization's dynamic research and insights needs.

Survey Development

• Provide technical expertise to teams across organization, assisting with advanced survey design, logic, and automation workflows.
• Collaborate with internal stakeholders to align surveys with the organization's strategic objectives and priorities.
• Assist in Training and guiding users on best practices to ensure they 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 organization's 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 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.

Skillset

• Proven experience ( 5 years) as an XM / VoC / Qualtrics Platform delivery role or in a similar role managing experience management tools.
• Expertise in survey design, data governance, and regulatory compliance (e.g., GDPR, HIPAA).
• Strong analytical and problem-solving skills with an eye for 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 in supporting large-scale survey initiatives within global organizations is preferred.
• Certification in Qualtrics, XM, CCXP or related platforms is a plus is preferred.

IND123