Analyst, Resolution

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

Analyst, Resolution

Why We Have This Role

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.

How You’ll Find Success

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

How You’ll Grow

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

Things You’ll Do

Resolution Analysis

• Investigate incidents affecting customers’ experience with the software
• Collaborate with customer-facing leaders to understand customer program impact
• Leverage industry-leading technology to deeply and effectively troubleshoot
• Partner with engineering leaders to deploy solutions into the product

Product Analysis

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

Technical Analysis

• Enhance product operations through analysis of operational and experience data
• Build automated processes to enhance efficiency and minimize error
• Create data visualizations and dashboards for operational management

What We’re Looking For On Your Resume

• Bachelor’s or Master's degree from a top university
• At least 5 years of professional experience in a technical role
• Familiarity with software and front-end development
• Coding skills (R, Python, VB, Java, CSS, HTML, etc.)
• Ability to take on problems and identify the root cause of issues
• Skill and a real passion for operational excellence
• Ability to concurrently manage multiple projects in a dynamic environment
• Comfort working both autonomously and collaboratively
• Ability to articulate technical concepts to a non-technical audience
• Detail-oriented with an ability to prioritize and meet deadlines
• Excellent verbal and written communication skills

What You Should Know About This Team

• Resolution 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.
• They play a strategic and critical role in ensuring our software addresses the experience management (XM) needs of Fortune 500 companies.
• We have each other's backs. We win together.
• This team is excellence-driven and motivated for constant improvement.

Our Team’s Favorite Perks and Benefits

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

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 Act,Equal Opportunity Employment,Employee 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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