Position: Permanent - Full-Time Location: Toronto, ON / Vancouver, BC - Hybrid (1-2 days onsite, dependent on client-engagements)

About the Opportunity Experience Advisors (XA) is seeking an experienced Research Manager to lead the development and delivery of our rapidly growing Qualtrics-based VoC and VoE implementation services. This role blends technical platform oversight, advisory leadership, and programme management, supporting XA’s expansion into technology-enabled research solutions. This role is ideal for someone who thrives at the intersection of CX/EX research, enterprise-grade technology, and strategic consulting. In this role you will: Oversee end-to-end Qualtrics implementations for large-scale customer and employee experience programmes. Direct teams of Qualtrics technical specialists, implementation contractors, and system-integration partners to execute deployments. Serve as both a technical leader (ensuring strong platform architecture, data flows, governance, and integrations) and an advisory lead (ensuring strategic alignment and business impact). Shape and operationalize the growing service line—including operating model, resourcing strategy, and go-to-market approach. Act as a client-facing advisor, translating technical requirements into actionable roadmaps and delivering non-technical consulting projects with a research or Qualtrics orientation. About the Role & Responsibilities Focus Areas: Qualtrics Programme Leadership Lead design, configuration, deployment, and optimization of Qualtrics CX/EX, VoC, and VoE programmes. Translate customer requirements into technical solutions, including survey flows, dashboards, automated workflows, and integrations. Resource & Vendor Management Manage and quality-assure deliverables from Qualtrics implementation specialists, contract developers, and systems integrators. Scope work, coordinate timelines, and ensure on-time delivery across distributed teams with varying technical depth. Technical Governance & Integrations Oversee data pipelines, API integrations, SSO/security configurations, contact management, and multi-system interoperability. Establish and maintain platform standards, documentation, and governance frameworks for program scalability. Service Line Development Collaborate with leadership to define the operating model, playbooks, pricing frameworks, and delivery standards for service line. Identify opportunities for automation, productization, and repeatable solution design. Advisory Delivery & Client Engagement Lead or support non-technical research and advisory projects (e.g., programme evaluation, roadmap creation, research-method guidance) that integrate Qualtrics components. Facilitate client workshops, requirement-gathering sessions, and executive readouts. Insight Storytelling & Solution Enablement Ensure that Qualtrics implementations are structured to enable actionable insights—dashboards, reporting automation, role-based journeys, and alert systems. Coach clients and internal teams on platform best practices, new features, and research-driven decision-making.

About You 5–10 years’ experience in CX/EX research, insights consulting, or VoC/VoE programme delivery, including technical hands-on or oversight experience with Qualtrics (CX, EX, workflows, dashboards, integrations). Proven ability to lead technical teams or contractors, ensuring quality and consistency in complex implementations. Strong knowledge of survey methodology, sampling, and research operations, paired with the ability to translate technical detail into business-friendly narratives. Experience developing service offerings, delivery models, or scalable processes in a consulting or professional-services environment. Confident communicator capable of engaging senior client stakeholders, facilitating cross-functional decisions, and guiding clients through technical and strategic considerations. Bachelor’s or Master’s in Market Research, Business, Technology, Behavioural Science, or a related field; Qualtrics certifications are strong assets.

Core Competencies & Advanced-/Expert-Level Skills Project / Stakeholder Management Large-scale VoC/VoE programme oversight · Contractor/vendor management · Platform governance Technical Research Operations Qualtrics configuration & optimization · API workflows & integrations · Data-flow architecture Service Line & Strategy Development Operating model design · Go-to-market shaping · Standardisation & playbook creation Research & Advisory Quant/qual methods · Requirement translation · Strategic recommendation development Insight Delivery Dashboard design · Automated reporting · Executive storytelling Sales & Relationship Building Opportunity identification · sales generation · pipeline management You will thrive at The Experience Advisors if you can: Blend technical depth with clear, empathetic communication. Bring structure and calm to complex, multi-stream implementation projects. Apply both research craft and systems thinking to solve client problems. Help shape XA’s emerging technology-enabled research practice. Enjoy building, improving, and scaling something new—from processes to capabilities to culture. Why The Experience Advisors? Experience Advisors (XA) is the consulting and training arm of CSPN Inc.—a pioneer in Customer, Employee, and Citizen Experience since 1997. We help organisations design and deliver exceptional interactions through strategy, research, journey mapping, and enablement. As XA expands into new technology-driven research offerings, this role provides the opportunity to define the future of our Qualtrics and platform-enabled services. Ready to shape the future of evidence-based CX and EX? Apply today with your résumé and a short note showcasing a research programme you have led from design to insight. XA is an equal-opportunity employer. Accommodations are available on request for candidates participating in all aspects of the recruitment and selection process.