UX Research and Intelligence Scale and Process Manager

Qualtrics•Seattle, WA

7d•Hybrid

About The Position

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. UX Research and Intelligence Scale and Process Manager Why We Have This Role At Qualtrics we’re on a journey to transform our UX research function into a strategic driver that leverages and connects data and insights from across Qualtrics to strengthen our work. The UX Research and Intelligence Scale and Operations Manager will work closely with the Director of Research to scale and optimize the User Experience (UX) Research and Intelligence function across Qualtrics. This individual will be a thought-leader and be responsible for defining, implementing, and managing the processes, tools, and infrastructure necessary to enable the research team to operate efficiently, ethically, and at scale. This is a strategic role that blends operational excellence, project management, a deep understanding of the UX research lifecycle, and a big-picture vision of insights at the organizational level.

Requirements

5+ years of experience in an operations-focused role, with at least 3 years directly supporting a UX Research, Design, or equivalent function.
Strong people-management skills, including hiring, training, mentoring and supporting rapid-testing focused researchers and recruitment coordinators.
Demonstrated experience designing, implementing, and scaling operational processes for a centralized research team.
Expertise managing research recruitment platforms and participant databases.
Strong project management skills, with a track record of managing complex, cross-functional initiatives.
A service-design approach and mindset.
Strong collaboration skills and the ability to partner effectively with internal teams and research leadership.
Excellent written and verbal communication skills, with the ability to clearly document complex processes and standards.
Deep understanding of research ethics, data privacy, and consent best practices (e.g., GDPR, CCPA).
Bachelor’s degree in Business Administration, HCI, Design, Information and Library Science or a related field.
Work authorization in the United States

Nice To Haves

Familiarity with various research methodologies (qualitative and quantitative).
Experience working with cross-cultural and international teams and partners.
Experience conducting primary UX research.
Experience with service design.
Experience with budget planning and vendor management.
Experience working with Qualtrics tools (Qualtrics certification is a plus).
Certification in project management (e.g., PMP, Scrum Master) is a plus.
Post-graduate degree in Business Administration, HCI, Design, Information and Library Science or a related field.

Responsibilities

Own effectively scaling and optimizing UX Research operations by implementing streamlined processes, tools, and infrastructure that enhance team efficiency and output quality.
Lead cross-functional collaboration with research leadership and partner teams to ensure alignment and consistency in UX insights across the organization.
Drive operational excellence by establishing and tracking key metrics (e.g., study lead times, recruitment success rate) to continuously improve research lifecycle workflows.
Build and manage a high-performing recruitment function that delivers diverse and engaged participant pools efficiently and ethically.
Ensure compliance with research ethics and data privacy regulations, maintaining trust and integrity in all research activities.
Proactively evaluate and integrate new research technologies and AI tools to enhance team productivity and insight sharing.
Articulate and evangelize your strategic vision for research ops as a core function of the future of the research organization
Develop and implement systems such as data repositories and research reference libraries that enable researchers to share their knowledge effectively with each other and their stakeholders.
Leverage AI tools for their potential to support research sharing and summarization.
Develop and implement systems that facilitate the research team’s ability to ingest and leverage diverse data sources (analytics, support data, Customer Advisory Board (CAB) feedback etc.) in their work.
Build out a dedicated recruiting function that accelerates UX research initiatives, including developing request processes and prioritization frameworks.
Train and supervise recruitment coordinators.
Develop and implement standardized, ethical, and efficient processes for sourcing, screening, scheduling, and compensating research participants across various demographics and study types.
Partner with Research leaders to establish rapid testing optimization programs including defining guidelines for researcher and designer-led studies, and exploring potential for automated rapid testing.
Work with researchers to define, document, and socialize best practices, templates, and workflows for the end-to-end research lifecycle (from planning and scoping to data storage and sharing).
Establish and track operational metrics (e.g., study lead time, recruitment success rate, tool utilization) to identify areas for improvement.
Act as customer zero for Qualtrics strategy and research product and design team, leveraging internal tools when possible; providing feedback when not.
Manage and maintain the suite of tools and platforms used by the UX Research team (e.g., participant databases, remote testing platforms, data analysis software).
Evaluate new technologies and solutions to enhance research capabilities and efficiency.

Benefits

$1800 Experience bonus to be used for an “Experience” of your choosing
QMentorship Program matches you with a mentor inside Qualtrics to get meaningful coaching from someone outside your team.
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
medical, dental, vision, life and disability
401(k) with match
paid time off
a wellness reimbursement
mental health benefits
an experience bonus