Aditi Consulting · 6 hours ago
Customer Experience Manager
United States
Contract
Remote
Mid, Senior Level
$38/hr - $40/hr
5+ years exp
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Responsibilities
Experience Management (XM) expertise and best practices
Assist in delivery of XM Programs and initiatives that support the overall company XM strategy.
Assist in influencing the strategy of various teams across eBay 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.
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.
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.
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.
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.
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.
Qualification
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Required
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.
Preferred
Familiarity with advanced Qualtrics features like API integrations, XM Directory, or custom dashboards.
Knowledge of analytics tools and techniques to derive actionable insights.
Experience in supporting large-scale survey initiatives within global organizations.
Certification in Qualtrics, XM, CCXP or related platforms is a plus.
Benefits
Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.
Company
Aditi Consulting
Aditi Consulting is a firm that stays abreast of offering technological solutions, project management and digital transformation.
1001-5000 employees
H1B Sponsorship
Aditi Consulting has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (24)
2022 (22)
2021 (27)
2020 (27)
Funding
Current Stage
Late StageLeadership Team
Raja Narayana
President & CEO
Pradeep Singh
Chairman
Recent News
Company data provided by crunchbase
