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.

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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 5,000 people across the globe who think that’s work worth doing.

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\nAnalyst, Resolution\n

 

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Why We Have This Role

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The Resolution Team is at the epicenter of Qualtrics’ product operations, positioned between our engineering, product management, operations, and customer-facing organizations. As Qualtrics rapidly scales, the team's core responsibilities are to aggregate, analyze, and glean insights from our customers’ experience. This work directly informs the product roadmap, ensures software quality, and addresses acute customer pain through prompt escalation and resolution. The insights generated are crucial for prioritizing development efforts on what truly matters to users, ensuring feedback is deeply understood and actioned upon to safeguard the customer experience and drive product improvements in a fast-paced environment. Ultimately, this team's contribution is fundamental to Qualtrics' commitment to product excellence and overall customer success.

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How You’ll Find Success

\n\nQualtrics’ Resolution Analysts are dedicated to optimizing our customers’ experience with our software\nLeverage that product expertise to provide technical solutions to software challenges\nEnsure the strategic roadmap for our product reflects the voice of our customers \nIdentify and catalog all existing specialty resources, simplifying and consolidating where possible to reduce search fatigue and waste\nImprove specialty ramp time and knowledge by developing ramping documentation and plans for each product specialty\nImprove key support outcomes by conducting rigorous analysis (with data analysts) to identify top actionable drivers of support metrics and find solutions\n\n

 

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How You’ll Grow

\n\nResolution Analysts are the unequivocal product experts at Qualtrics\nBuild and manage relationships with internal stakeholders who are senior leaders of our product, engineering, global operations, and customer success organizations.\nDevelop ability to present to leaders in a clear and persuasive way\nThis unique combination of technical, strategic, and relational experience ensures professional success for Resolution Specialists along product management, software engineering, and data analytics career paths.\nGain practical experience running critical programs that help improve performance, both individually and at scale.\nLearn how to effectively use data to drive change through issue identification to solution implementation\n\n

 

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Things You’ll Do

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Resolution Analysis

\n\nInvestigate incidents affecting customers’ experience with the software\nCollaborate with customer-facing leaders to understand customer program impact\nLeverage industry-leading technology to deeply and effectively troubleshoot\nPartner with engineering leaders to deploy solutions into the product\n\n

Product Analysis

\n\nDevelop and maintain systems to capture meaningful data on our customers’ experiences with our software\nConduct rigorous analysis of voice of customer data to glean insights on customer pain points and desires to inform the product roadmap\nInteract regularly with product management and engineering leaders to present analysis and proposed product and feature updates\n\n

Technical Analysis

\n\nEnhance product operations through analysis of operational and experience data\nBuild automated processes to enhance efficiency and minimize error\nCreate data visualizations and dashboards for operational management\n\n

 

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What We’re Looking For On Your Resume

\n\nBachelor’s or Master's degree from a top university\nAt least 5 years of professional experience in a technical role\nFamiliarity with software and front-end development\nCoding skills (R, Python, VB, Java, CSS, HTML, etc.)\nAbility to take on problems and identify the root cause of issues\nSkill and a real passion for operational excellence\nAbility to concurrently manage multiple projects in a dynamic environment\nComfort working both autonomously and collaboratively\nAbility to articulate technical concepts to a non-technical audience\nDetail-oriented with an ability to prioritize and meet deadlines\nExcellent verbal and written communication skills\n\n

 

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What You Should Know About This Team

\n\nResolution Specialists are deeply involved in every stage of the product cycle, from ideation of new products and features, to pre-launch quality assurance, to timely resolution of customer pain points.\nThey play a strategic and critical role in ensuring our software addresses the experience management (XM) needs of Fortune 500 companies.\nWe have each other's backs. We win together.\nThis team is excellence-driven and motivated for constant improvement.\n\n

 

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Our Team’s Favorite Perks and Benefits

\n\nWellness Reimbursement for $425 per quarter for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.\n$2800 Experience bonus to be used for an “Experience” of your choosing\nUnlimited Sick Days\nAmazing 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.\n\n

 

\nThe 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.\n \nQualtrics 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.\n \n​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act\n \nQualtrics 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.\n \nNot 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.