Head of Product - Customer Experience

At Qualtrics we create software 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 18K clients globally. Building a category takes grit determination and a disdain for convention—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 aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not 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 5000 people across the globe who think that’s work worth doing.

Senior Director of Product Management - Customer Experience 

Why We Have This Role

Organizations are increasingly interacting with their employees in digital ways. From corporate chats to email to corporate social media to mobile apps to AI assistants organizations are now serving their employees digitally at orders of magnitude higher than norms three to five years ago. 

The Product team at Qualtrics is looking for an experienced and senior product leader to lead our Customer Experience Product team and drive innovations that help organizations hear every customer’s voice fix every broken experience and increase customer loyalty and spend. 

You will lead an organization working closely with our customers to develop innovations that help them take their experience management game to the next level. You’ll design solutions for CMOs CX/VoC and research leaders at the world’s largest and most successful organizations. You’ll work directly with Executives and Directors in our customers’ organizations to solve their problems in ways that are unique differentiated and most importantly impactful. You’ll work cross functionally at Qualtrics to take these innovations from concept to market to maturity as defined by engaged usage of the products with high product satisfaction. You’ll report directly to our Chief Product Experience Officer and you’ll develop the future PM leadership at Qualtrics.

How You’ll Find Success

• Own product strategy with a CEO mindset building and maintaining business cases including market opportunity models user personas and use cases while managing the entire product development lifecycle
• Drive go-to-market planning and execution across all departments assist with messaging and positioning and collaborate with Sales to identify best practices pain points and training needs
• Participate in customer-facing activities including demos roadmap alignment meetings marketing events sales opportunities and business development with potential partners
• Build processes for collecting customer feedback developing requirements and maintaining the product roadmap while orchestrating successful outcomes across Sciences Engineering Design Program Management Delivery Support Customer Success and Product Marketing teams
• Act as a self-starter who continuously updates understanding of customer pain points personas goals and product expectations while staying current with industry publications
• Demonstrate competitive intelligence by knowing strengths and weaknesses relative to competitors positioning offerings toward optimal market niches and delivering compelling presentations at all levels including executive audiences
• Bring 12+ years of product management experience with innovation aptitude strong understanding of technology applications and excellent management skills in problem solving decision making planning and delegation

How You’ll Grow

• Lead a high-impact product portfolio that shapes the direction of the company.
• Develop and refine executive leadership skills by managing a talented team of product managers.
• Gain deeper insights into market trends and customer needs influencing product strategy.
• Enhance strategic thinking and decision-making capabilities through data-driven initiatives.
• Build a network with senior stakeholders and industry leaders expanding professional connections.
• Participate in high-level strategic discussions influencing the company’s overall direction.
• Contribute to setting company-wide goals gaining a holistic understanding of business operations

Things You’ll Do 

• Product Strategy: This is an amazing opportunity for a self-driven and ridiculously smart person to have a major impact helping thousands of customers.
• Product Definition and Execution: Favor execution via experimentation way more than strategic pontifications.
• Team Leadership and Cross-Functional Excellence: Create collaborative environments where the full diversity of styles and perspectives are heard and involved as well as clearly setting expectations with collaborators and executive stakeholders to get stuff done.  
• Process Optimization: Champion agile product development processes encouraging a fail-fast mentality and continuous improvement to enhance team efficiency deliver products more quickly and respond dynamically to changing market conditions.
• Market Awareness and Competitive Analysis: Conduct regular market assessments to stay ahead of industry trends and competitor actions integrating relevant findings into product strategy to ensure the product remains innovative and well-positioned.

What We’re Looking For On Your Resume

• 12+ years in product management with successful product launches
• Proven ability to lead and mentor large diverse teams
• Skilled in developing and implementing strategic product roadmaps
• Proficient in market analysis and identifying customer needs
• Strong understanding of technology and effective collaboration with engineering teams
• Data-driven: Robust analytical skills and experience using data to inform decisions
• Problem solving: Innovative with a proactive approach to complex problems 
• Able to thrive in fast-paced changing environments
• Prioritizes customer satisfaction and user experience
• Track record of driving product innovation

What You Should Know About This Team

• Leadership role overseeing all product functions including Product Management Engineering UX and Product Marketing.
• Leads a cross-functional team (“pod”) to define product roadmaps set priorities and allocate investments for CX product initiatives.
• Integral part of the Product Unit (PU) leadership team jointly accountable for the portfolio of products at Qualtrics.
• High influence on both product and business strategy shaping the future direction of the CX offerings.
• Focused on enhancing digital interactions acknowledging the vast potential and challenges inherent in digital customer engagement

Our Team’s Favorite Perks and Benefits

• We participate in personalized Career Action Planning. You will work with your manager to design a plan based on your life experiences values and career aspirations (inside and outside Qualtrics) that helps you achieve your career goals at Qualtrics
• $1800 USD Experience bonus to be used for an “Experience” of your choosing
• Competitive salary performance bonuses generous savings fund match.
• Quarterly Wellness Reimbursement can be used for activities including gym memberships spa massages workout equipment meditation apps and much more.
• 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. #hybrid

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 ActEqual Opportunity EmploymentEmployee 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.

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What We Do

Qualtrics is trusted by thousands of the world’s best organizations to power exceptional customer and employee experiences that build deep human connections increase customer loyalty boost employee engagement and drive business success. Our advanced AI and specialized Experience Agents™ allow businesses and governments to proactively interact with customers and employees in personalized ways across every channel and touchpoint respond in-the-moment to fix or improve experiences and stay across the latest market trends and opportunities. Our vision as an organization is to improve the human experience.

Why Work With Us

We're a place where strategic risks are encouraged & complex problems get solved together. Where nimble teams are empowered to set aggressive goals & move fast to win. A place that makes you feel safe as your authentic self. Where everyday work results in growth. And most importantly where what you do matters. That's why we work at Qualtrics.

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