Customer Experience Management Consultant, Qualtrics

Deloitte • Chicago, IL • 1h ago

Customer Experience Management Consultant, Qualtrics (Patient Experience Implementation)

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

Recruiting for this role ends on June 5, 2026

Work you'll do

As a Consultant in Deloitte's Customer Experience Management (CXM) practice, you will function as a hands-on Qualtrics implementation practitioner, supporting the deployment and configuration of Qualtrics Patient Experience (PX) solutions for health systems.

This role is implementation-focused, requiring experience building surveys, workflows, dashboards, and integrations within Qualtrics XM in provider (health system) environments.

You will work closely with senior team members and client stakeholders to configure, test, and deploy scalable PX programs.

As a consultant, you will:

Support end-to-end implementation of Qualtrics XM for Healthcare (Patient Experience) across health systems.

Build and configure patient experience surveys, including CAHPS/HCAHPS-aligned instruments, distribution logic, and automated triggers.

Develop workflows, alerts, and closed-loop feedback processes to enable timely service recovery and follow-up.

Configure dashboards, reporting, user roles, and permissions within Qualtrics.

Perform platform administration activities, including directory management and governance support.

Support integration efforts between Qualtrics and healthcare systems such as Epic, Cerner, and other platforms, including API-based data flows and survey triggering.

Assist with SSO/OIDC setup and help ensure alignment with security and HIPAA requirements.

Translate business and clinical requirements into scalable patient experience solutions and journey-based feedback programs.

Troubleshoot configuration and technical issues during build, testing, deployment, and post-launch stabilization.

Collaborate with IT, clinical, operational, and analytics teams to support delivery, testing, go-live, and actionable patient feedback reporting.

The team

Deloitte's Advertising, Marketing & Commerce team creates content and experiences that inspire action. We design and implement technology platforms for personalized marketing across all digital touchpoints, specializing in customer-centric B2B and B2C solutions. Our in-house agency engages customers throughout their journey, working on projects like AdTech, MarTech, campaign automation, CRM, and lead-to-loyalty orchestration. Join us to drive impactful customer interactions and business growth.

Qualifications

Required:

Bachelor's degree in business, healthcare, technology, or related discipline.

Qualtrics XM Patient Experience Certification

2+ years of hands-on Qualtrics implementation experience, including survey build, workflows, dashboards, and administration.

1+ years direct experience working with health systems (providers) implementing Qualtrics Patient Experience solutions

1+ years of experience with integrations involving EHR systems (Epic, Cerner) or similar healthcare platforms.

1+ years pf experience working in a client-facing or project delivery environment.

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

Ability to travel up to 50% on average based on the work you do and the clients and industries/sectors you serve

Preferred:

Understanding of API integrations, SSO/OAuth, and data workflows (ETL) concepts.

Experience supporting CAHPS/HCAHPS or other patient experience programs.

Familiarity with Qualtrics XM Directory, iQ, and Healthcare modules.

Understanding of HIPAA and healthcare data privacy requirements.

Strong problem-solving and troubleshooting skills.

Excellent communication skills with both technical and non-technical stakeholders.

Experience supporting testing, go-live, and optimization activities.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $84,400 to $155,400.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Customer_US

AMC_US

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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