UX Research and Intelligence Scale and Process Manager

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

How You’ll Find Success

• 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

How You’ll Grow

• Develop leadership and people management skills by mentoring and guiding a multidisciplinary research operations team.
• Expand your expertise in UX research methodologies, ethical standards, and data privacy regulations through hands-on experience and collaboration.
• Gain exposure to cutting-edge research tools and AI technologies, positioning yourself as a thought leader in research operations innovation.
• Build strong relationships and effective collaborations across Qualtrics that accelerate and expand the impact of research insights.

Things You’ll Do

• Knowledge Management:
• • 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.
• Participant Recruitment and Management:
• • 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.
• Process Optimization and Standardization
• • 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.
• Research Infrastructure and Tools
• • 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.

What We’re Looking For On Your Resume

• 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

• 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.

What You Should Know About This Team

• You will be our first dedicated ops leader with lots of room to create and realize a vision with support from leadership and the team.
• We’re a global team, spanning Seattle, Provo, Virginia, and Krakow
• Our scope is wide, spanning all of Qualtrics and supporting teams through the entire PDLC.