Job Description
Job Summary
This role is responsible for supporting the technical operationalization as well as the process execution of the ongoing customer, sales and partner survey work utilizing the Qualtrics platform. The role oversees a portfolio of critical processes, utilizing advanced data analysis and reporting techniques to drive data-driven decision-making. Also, the role will support the existing team, by mirroring the execution of some E2E process to act as a backup when absences.
Responsibilities
- Leads multiple complex technical/operational processes throughout the entire survey cycle, consistently measuring, reviewing, and analyzing their efficiency and effectiveness to drive continuous improvement.
- Serve as Qualtrics brand administrator responsible for end-to-end survey activities includes User Management, Survey Administration & Dashboard Management
- Proficient in setting up ticketing system in Qualtrics
- Develop and maintain interactive dashboards and reports using Power BI.
- Perform Quality Check for Qualtrics and Power BI dashboards to ensure efficiency and performance
- Drive automation working with various survey leads
- Liaison between Experience Surveys & Backend IT Team
- Develops comprehensive risk management strategies, including risk assessments, mitigation plans, and contingency measures, to minimize disruptions to operations.
- Sets high standards for quality assurance by implementing robust quality control measures, and ensuring processes consistently meet or exceed performance standards.
- Generates detailed reports and presents complex data to senior management and stakeholders, conveying actionable insights and recommendations effectively.
- Addresses complex operational challenges and escalations promptly, leveraging extensive experience and expertise.
Education & Experience Recommended
Four-year or Graduate Degree in Science, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
Preferred Certifications
Qualtrics Experience Management
Knowledge & Skills
- Qualtrics
- SQL
- PowerBI
- Agile Methodology
- Automation
- Business Operations
- Business Process
- Business Requirements
- Change Management
- Continuous Improvement Process
- Data Analysis
- Process Improvement
- Project Management
- Workflow Management
Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
Impact & Scope
• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.
Complexity
• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
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