About the Role:

XM Works are seeking a highly skilled Senior Engagement Manager to join our team and lead Customer Experience (CX) initiatives across diverse industries. This role is pivotal in helping clients design, implement, and optimize CX programs using the Qualtrics platform. You will act as a trusted advisor, ensuring that every engagement delivers measurable impact and aligns with client objectives.

About XM Works:

We are a small but fast-growing and highly experienced agency helping organisations improve through world-class Experience Management (XM) programs. Covering both Employee Experience (EX) and CX, our team members are passionate about creating real impact for our customers. Our team love the flexibility around working hours and location, and thrive in an environment where trust, collaboration and development are paramount.

Key Responsibilities:

• Client Engagement & Consulting:

• Serve as the primary point of contact for clients throughout the CX solution design and project lifecycle.

• Understand client business goals and translate them into actionable CX strategies.

• Supporting sales activity with use cases, demos and consultative best practice guidance.

• CX Program Design & Delivery:

• Design and implement CX programs leveraging Qualtrics tools and methodologies.

• Configure and optimize surveys, dashboards, and workflows within the Qualtrics platform.

• Ensure projects are delivered on time, within scope, and meet quality standards.

• Data Analysis & Insights:

• Interpret customer feedback and analytics to provide actionable insights.

• Present findings and recommendations to stakeholders in a clear, compelling manner.

• Stakeholder Management:

• Collaborate with internal teams and client stakeholders to ensure alignment and success.

• Facilitate workshops and training sessions to build client capability in CX best practices.

• Team Enablement:

• Train and mentor team members in CX delivery, ensuring best practices are understood and applied consistently to enhance overall service quality.

Required Qualifications:

• CX Accreditation:

• Certified Technical Consultant and/or Engagement Manager on the Qualtrics CX platform (mandatory).

• Experience:

• Proven track record in designing and delivering CX projects for enterprise clients.

• Strong understanding of CX principles, customer journey mapping, and experience measurement.

• Skills:

• Excellent communication and presentation skills.

• Strong analytical and problem-solving abilities.

• Ability to manage multiple projects and deadlines effectively.

• Ability to build and maintain strong client and partner relationships.

• Language:

  • Fluent in English; additional languages are a plus.

• Preferred Qualifications:

  • Experience in consulting or professional services environments.

What We Offer:

• Competitive salary and benefits package.

• Flexible working hours.

• Opportunities for professional growth and certification.

• A collaborative, innovative work environment focused on customer success.

Interested in applying for this role?

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