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Job summary:

As a key member of our enterprise client experience and insights team, the Qualtrics Product Specialist will serve as the primary technical expert and manager of the Qualtrics CX platform in support of one or more lines of business, acting as an internal consultant on Qualtrics functionality and how to apply it to meet business unit-specific client experience measurement objectives in accordance with enterprise standards and practices. Key duties include enterprise platform administration, technical survey creation, optimization, and distribution to enhance the client experience. S/he provides technical integration oversight, drives process improvements, and collaborates with cross-functional teams to ensure effective and consistent survey governance, survey execution and data reporting. Strong technical expertise, a consultative mindset, and a proactive approach to enhancing platform features are essential for success. S/he will report to the enterprise client experience and insights team and work in close collaboration with primary research, CX, IT, data integration teams across RSM.

Key responsibilities:

Platform Administration and Optimization

• Help develop and execute Qualtrics platform daily operations, administration, and maintenance, ensuring continuous functionality, performance, and improvemen
• Identify opportunities to enhance platform capabilities and implement new features across functions
• Create and conduct thorough testing to ensure all integrated systems function as designed
• Once established, manage the ongoing seamless functioning of integrations with other tools (e.g., ServiceNow, Workday, PowerBI) in collaboration with RSM colleagues, to enable robust data management and reporting

Survey Design, Analysis and Reporting

• Design, develop, and maintain scalable client surveys across the client lifecycle, focusing on optimal user experience and best practices.
• Conduct analysis on CX initiatives within and external to Qualtrics data. Partner with Insights and internal stakeholders to meet reporting requirements.
• Develop comprehensive reports, models, and dashboards for enterprise audience, including accessing and permissions. Act as a SME to design solutions relevant to LOB-specific use cases while ensuring alignment with enterprise standards, business objectives and key performance indicators (KPIs).
• Perform text analytics and sentiment analysis on feedback across multiple channels and audiences. Determine bias and tune models.
• Develop automated, secure, and scalable methods of delivery.

Collaboration and Stakeholder Engagement

• Engage with internal teams to assess survey needs, document workflows, and drive process improvements that enhance client experience and operational efficiency.
• Collaborate with CX, product management, IT, and data teams to design and implement strategic solutions that meet business requirements. Create demos, test environments, and Proof of Concept for integrations to help demonstrate “the art of the possible.”
• Lead communication efforts to promote user engagement, deliver training, and ensure adherence to standards and best practices across teams.
• Act as the primary contact for technical support, troubleshooting, and user inquiries related to platform features and functionality

Technical Project Management

• Manage and execute complex technical projects, adapting to changing requirements while maintaining system integrity
• Triage incoming requests from multiple areas of business and platforms, anticipating team capacity. Gather requirements and develop solution documentation
• Develop technical specifications, monitor progress, and ensure timely delivery of initiatives
• Build reporting and alert methods, collaborating with internal and external teams to resolve errors

Qualifications:

• Minimum of five years' experience in administration, reporting, and support of Qualtrics EX surveys
• Proficient in SQL
• Experience in system integrations
• Experience in project management skills including drafting detailed technical specifications and delivering projects that adapt to changing business needs
• Understands personas & security models within applications 
• Experience with Agile development
• Strong communication skills with the ability to engage and influence stakeholders to drive collaboration, alignment and execution

Preferred Qualifications:

• Qualtrics certification
• Demonstrated ability to establish trust with both technical and non-technical stakeholders
• Experience employing strategic enterprise thinking and applying these concepts to technology implementations ​
• Expert knowledge of technical & surveying concepts, including the design, creation and execution of Qualtrics-based listening strategies and related governance

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.

All applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender; sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law. 

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at [email protected].

RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.

RSM will consider for employment qualified applicants with arrest or conviction records in accordance with the requirements of applicable law, including but not limited to, the California Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the San Francisco Fair Chance Ordinance. For additional information regarding RSM’s background check process, including information about job duties that necessitate the use of one or more types of background checks, click here.

At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.

Compensation Range: $102,800 - $176,000