EMEA Senior Manager, Advisory Services in City of London

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. We are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category requires grit, determination, and a close-knit, high-functioning team with an unwavering dedication to serving our customers.

As an XM Advisory Team Manager within the Professional Services organisation, reporting to the Global Head of Advisory Services, you will combine your passion for leading teams and engaging customers with your ability to solve complex program and business problems. You will work closely with members of the Qualtrics Experience Management (XM) Services leadership team as well as the Qualtrics Sales team to help build our Advisory services organisation by designing and establishing new processes, tools and policies, and improving team effectiveness to ensure the team scales efficiently as the company grows.

You will grow and manage a team of XM Advisors to ensure our solutions are delivered to world-class standards. You will collaborate with the larger Experience Management (CX+EX) delivery teams at Qualtrics to expand Qualtrics footprint within client accounts. You are ultimately responsible for the consulting work delivered by Advisors to prospective and existing Qualtrics customers, across industries, to help them design, build, and expand world-class XM programs.

You will assist in the sales process, meeting with senior client executives to discuss how Qualtrics can deliver on their program requirements. You should have experience interacting with clients in both pre- and post-sales capacities. You will communicate ideas quickly and crisply, with the ability to leverage experience, credibility, and actionable insights to influence customers, executives, partners, and other stakeholders to reach consensus decisions and move programs forward.

The ideal candidate will have experience both as a practitioner in an evolving Experience Management program and as a strategic advisor or consultant to senior leaders in client organizations. This highly-visible role will interface with client stakeholders at different levels of an organisation to gain a deep understanding of their business needs and shape their Experience Management Programs.

What You’ll Find Success

• Builder: Lead a team of high-performing XM Advisors to effectively deliver Qualtrics solutions, providing coaching and mentorship to guide career development.
• Coach: Accurately evaluate performance of team members and provide direct and actionable feedback. Manage team capacity, forecasting, financial performance and resource allocation.
• People Manager: Communicate team impact and results to key stakeholders and act as an advocate for the team within Qualtrics.
• Thought Leader: Develop new strategies and approaches with leaders in Sales and Services to help clients find success with their own programs using the Qualtrics platform.
• Collaborator: Define and manage project tasks and activities. Manage time, budget as well as identifying potential risks and issues that may impact the successful delivery of the program.

How You’ll Grow

• Be at the cutting edge of Experience Management.
• You will be pushing the thinking of what it means to deliver great employee experiences, how technology will interact with our clients’ cultures to drive improvement, and how clients should redesign their organization, culture, and process based on the insights our teams deliver.
• Hone your leadership skills. You will lead a team of tenured, experienced crafters. You will be challenged to bring your “A game” and develop your own leadership style(s) to effectively coach the team.

Things You’ll Do

• Advisory Practice Growth and Delivery - grow the Advisory business in Europe and the Middle East to support the company’s overall expansion in these markets.
• Oversee and quality control delivery of a large portfolio of delivery projects varying greatly in size and complexity.
• Scale XM Advisory services delivery. Contribute to company-wide standardised content and program templates to facilitate the implementation of best practices in specific industry verticals where you have and will develop expertise.
• Partner with Solution Architects in pre-sales to support Advisory Sales and further increase the pipeline.
• Coordinate with other functional leaders across the business to develop and deliver multidisciplinary solutions and projects, and drive initiatives to improve the customer experience.
• Identify EX Advisory solutions needed by customers, and own the development, enablement, quality of delivery, and financial success of service offerings delivered by the team.

What We’re Looking For On Your CV

• At least 10+ years of XM design and delivery experience as either an in-house XM practitioner within a major industry vertical, or as a consultant who has worked across several industry verticals for a Consulting firm or another XM vendor.
• Advanced (Master’s or PhD) degree in a research or business-centric field, preferred.
• Must possess expertise in areas of XM Maturity Assessments, Program Design, Journey Mapping, Culture Activation, Action Planning and Insights Analysis.
• Prior leadership experience. Proven ability to build and lead teams to concrete and measurable results.
• Self-starter capable of working concurrently across multiple projects in a fast-paced environment.
• Excellent analytical/problem-solving skills with a history of driving impact within an organisation.
• Demonstrated track record of proactive customer problem solving.
• Must have Executive Presence. Strong decision-making, problem-solving skills, writing and presentation skills.
• Ability to work independently and with a team consisting of executives, project stakeholders and project team members.
• Willingness and ability to travel up to 25-30%.

What You Should Know About This Team

• The Advisory team is global in nature, and works with multi-national corporations with operations around the world.
• While the bulk of our work is off-site, we do occasionally spend time in-person with our clients.
• Advisory Services engages across the customer lifecycle - you will collaborate with Sales, Solutions scoping, technical delivery, and Customer Success as a team to deliver for our clients.

Our Team’s Favourite Perks and Benefits

• Work-life integration and fun is deeply important to us!
• Qualtrics Experience Program - £1,450 per calendar year for an experience of your choosing (eligible after a year).
• Wellness reimbursement - up to the value of £300 per quarter can be reimbursed for a variety of wellness activities.
• We take pride in our office design aiming at fostering creativity.
• We believe in sharing Qualtrics' success which is part of the compensation for all employees.
• 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.