XM Customer Experience Advisor at Qualtrics - Australia

Tokyo, , Japan -

Full Time

Start Date

Immediate

Expiry Date

20 Jan, 26

Salary

0.0

Posted On

22 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Expertise, Collaborative Co-Creation, Analytical Proficiency, Influential Communication, Survey Design, Data Collection, Stakeholder Management, Problem Solving, Coaching, Change Management, Thought Leadership, Research Methodology, Business Recommendations, Operational Plans, Program Deployment, Communication

Industry

Software Development

Description

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 Advisor - 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 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 expectations are constantly evolving and at an all time high. Customer Experience leaders must rise to the challenge, modernizing legacy listening programs that rely on surveys alone. It is critical that companies create and continually evolve an environment where employees are attracted, engaged, growing, and developing to compete for customers in the new world of economy. Our Advisory Services team partners directly with clients to design, build, and improve programs focused on creating great Customer 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 programs. The ideal CX Advisor will have expertise designing and supporting CX listening programs within global organizations. You will understand the common challenges faced by organizations at different levels of CX maturity, and have experience guiding customers, and other program owners and stakeholders to better solutions. Day to day you will work as an CX advisory consultant, alongside senior colleagues, and as part of a multidisciplinary team with Technology Consultants to ensure the successful delivery of customers’ CX listening programs. How You’ll Find Success Customer Experience Expertise: Utilize your 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: Your primary roles & responsibilities focus on providing post-sale consulting and advisory support to clients in medium to large scale organizations to help stand up best-in-class Customer Experience Programs. You may also play a role in supporting sales efforts to demonstrate the value of Qualtrics’ advisory services to our prospective customers, and help translate customer needs into business requirements. More detailed information about roles & responsibilities can also be found below: Define and manage advisory deliverables and activities (such as CX maturity assessments & roadmapping, listening program design, survey design and benchmarking, action planning, communications and change management); 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 Create collaborative relationships with all key business stakeholders to enable successful deployment and ongoing success of the program Develop standardized content and program templates to facilitate the implementation of best practices in specific industry verticals where you have and will develop expertise Support Qualtrics’ sales and customer success teams by providing ongoing coaching and enablement Work with our global leadership team & broader global advisory practice to scale and optimize CX advisory services delivery, by participating in the development of new & improved operational standards & process Work with our CX product & product science teams to influence product development priorities & 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 5-7+ years experience working in CX field and/or related disciplines Experience working with medium to large organizations (either as an external consultant and/or internal practitioner experience) Ability to work independently and with a team consisting of executives, project stakeholders and project team members Understanding of good research methodology; survey design and data collection 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 Advanced degree (Ph.D. or M.A./ M.S) in Industrial Organizational Psychology OR in a research or business-centric field preferred Proficient in use of Microsoft Office & Google docs suite What You Should Know About This Team You will join Qualtrics global advisory practice (comprising ~ 50 x SMEs across CX, EX & Data Science subject matter experts). Day-to-day you will work as part of the regional Asia Pacific & Japan (APJ) Advisory Services team - this team is currently composed of 10 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. Our Team’s Favorite Perks and Benefits Competitive salary & performance bonuses; salary continuance, life and TJK insurances; and mobile phone allowance Private health insurance for you and your family, as well as JPY 34, 000 wellness reimbursement every quarter for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more. JPY 180,000 ‘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. 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. Not finding a role that’s the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise! You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.

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Responsibilities

Provide post-sale consulting and advisory support to clients in medium to large scale organizations to help establish best-in-class Customer Experience Programs. Define and manage advisory deliverables and activities, enabling organizations to take action based on customer experience data.