Customer Experience Senior Manager, Strategy, Growth, and Transformation

Calder News LLC; Grand Rapids (MI); On-site; USD 150,000 - 210,000; Full time

Job summary

Calder News LLC is seeking a senior leader to drive customer experience and experience management programs using Qualtrics. You will partner with executives to design and deploy XM-driven initiatives across CX, EX, and product experiences, while guiding cross-functional delivery and governance.

Responsibilities include architecting surveys, workflows, and data models; integrating Qualtrics with CRM/HRIS/data warehouses; and leading delivery teams to deliver scalable, data-driven programs with

Qualifications

• 8+ years of experience leading customer experience, customer strategy, experience management, or digital transformation engagements
• 4+ years of experience leading Qualtrics implementation programs across CX, EX, or product use cases
• 4+ years configuring and deploying Qualtrics XM Platform solutions (surveys, workflows, embedded data, dashboards, reporting)
• 4+ years leading client delivery teams for experience management implementations and presenting to executives
• 2+ years supporting federal, state, or local government agencies or public higher education
• 2+ years configuring solutions in FedRAMP environments
• Ability to travel 0-50%
• Must be legally authorized to work in the United States without employer sponsorship

Responsibilities

• Lead the development of customer experience and experience management strategies aligned with priorities, operating models, data, and technology.
• Advise executives on Qualtrics solution architecture, including survey programs, workflows, data models, reporting, and governance.
• Design, configure, QA, and deploy Qualtrics solutions across customer, employee, and product experience programs.
• Oversee integrations between Qualtrics and CRM, HRIS, data warehouse, and other platforms using APIs, web services, and SSO.
• Lead delivery teams, manage executive relationships and delivery risks, and advance experience management proposals and practice development.

Tools

Qualtrics XM Platform

APIs

SSO

JavaScript

Python

Job description

Overview

You will lead and shape customer experience and experience management initiatives, aligning business goals with data and technology. Your role partners with executive stakeholders to design and deploy Qualtrics-driven programs across customer, employee, and product experiences. You will oversee cross-functional delivery, commitments, and governance, building scalable solutions and practice growth. This position offers impact at scale within Deloitte's GPS and Customer Strategy & Design portfolio, leveraging analytics, design, and transformation capabilities. You will drive meaningful outcomes by enabling data-driven, end-to-end experience programs.

Responsibilities

• Lead the development of customer experience and experience management strategies aligned with priorities, operating models, data, and technology.
• Advise executives on Qualtrics solution architecture, including survey programs, workflows, data models, reporting, and governance.
• Design, configure, QA, and deploy Qualtrics solutions across customer, employee, and product experience programs.
• Oversee integrations between Qualtrics and CRM, HRIS, data warehouse, and other platforms using APIs, web services, and SSO.
• Lead delivery teams, manage executive relationships and delivery risks, and advance experience management proposals and practice development.

Key requirements

• 8+ years of experience leading customer experience, customer strategy, experience management, or digital transformation engagements
• 4+ years of experience leading Qualtrics implementation programs across CX, EX, or product use cases
• 4+ years configuring and deploying Qualtrics XM Platform solutions (surveys, workflows, embedded data, dashboards, reporting)
• 4+ years leading client delivery teams for experience management implementations and presenting to executives
• 2+ years supporting federal, state, or local government agencies or public higher education
• 2+ years configuring solutions in FedRAMP environments
• Ability to travel 0-50%
• Must be legally authorized to work in the United States without employer sponsorship

• works well independently and in a team
• effective written and verbal communication
• meticulous attention to detail
• Qualtrics XM Platform
• APIs, web services, SSO
• JavaScript or Python (for survey logic and automation)