The Principal Experience Architect designs immersive learning experiences, validates innovations, and partners with teams for customer advocacy, focusing on educational strategy and outcomes.
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.
Principal Experience Architect XMI Labs
At Qualtrics, we put our customers at the heart of everything we do. The XM Institute Learning & Enablement team accelerates customer adoption and maturity by turning product innovation into clear, repeatable, and outcome-driven learning experiences. We marry the how with the expected value, ensuring every program demonstrates both what customers can do and the business outcomes they can achieve.
As the Experience Architect, you’ll own the strategy and design of immersive learning experiences that educate, empower, and inspire customers to take action. From flagship Labs at X4 to modular Practice Labs, you’ll design experiences that ground product innovations in customer value scenarios, generate advocacy, and create scalable models that Field, CSMs, Partners, and Digital teams can deliver worldwide.
This role is ideal for a senior builder who is equal parts strategist, instructional designer, and customer storyteller — someone who can invent transformational experiences and codify them into repeatable playbooks for scale.
Why we have this role
Innovation alone doesn’t drive adoption — conviction does. Customers need to see and feel how Qualtrics innovations translate into real business outcomes. XM Institute Labs are our innovation-to-value engine: immersive programs that inspire belief, validate product truth, and generate customer advocacy.
The Experience Architect ensures these immersive experiences:
- Develop and run Labs with customers to demonstrate real-world value scenarios, capture advocacy, and provide early feedback that strengthens launches.
- Deliver best-in-class education at X4, via the community, and other strategic events
- Generate advocacy in the room that fuels GTM storytelling.
- Feed structured pathways, micro-learning, and partner kits so impact extends far beyond the event.
How you’ll find success
- You design immersive experiences that consistently align to XM Institute maturity models and demonstrate measurable business outcomes.
- You validate innovations with customers before GA, ensuring that launches are backed by proven value scenarios and early advocacy.
- You create facilitator kits, participant materials, and train the trainer resources that allow Labs to scale globally across Field, CSMs, Partners, and Digital channels.
- You partner with Product, IMM, and Lifecycle Marketing to ensure every immersive experience ties into adoption campaigns and GTM impact.
- You expand the immersive portfolio across industries, personas, and maturity stages, ensuring consistency, quality, and scale.
How You’ll Grow
- Lead End-to-End Strategy & Design: Develop your expertise by setting the strategy and designing immersive learning experiences that influence customer adoption and business outcomes worldwide.
- Advance Instructional Design Mastery: Deepen your skills in creating transformational, scalable educational programs such as Innovation Labs, Practice Labs, and flagship events like X4.
- Expand Cross-Functional Collaboration: Enhance your ability to partner with Product, Marketing, Lifecycle teams, and external stakeholders, aligning immersive experiences with broader GTM and adoption campaigns.
- Scale Educational Impact Globally: Gain experience codifying and scaling educational content across diverse personas, industries, and maturity stages through facilitator kits and train-the-trainer models.
- Become a Customer Advocate and Storyteller: Grow your leadership in storytelling, facilitation, and customer engagement by leading Labs and generating strong customer advocacy that fuels GTM success.
Things you’ll do
- Set the strategy for immersive education: define how Qualtrics delivers high-impact learning through Innovation Labs, Practice Labs, and at flagship events like X4
- Design transformational experiences: Architect end-to-end participant experiences: storylines, exercises, session flows, and outcomes.
- Support Successful GAs: partner with Product to design and run Labs ahead of launches, ensuring customers experience clear value scenarios, capturing evidence for GTM, and providing insights to refine the product experience before scale.
- Codify for scale: create facilitator kits, participant materials, and train-the-trainer models for Field, CSM, and Partner delivery.
- Model delivery: Model delivery by leading key Labs at events like X4 and regional summits, setting the standard for others to follow.
- Bridge to scale: ensure immersive experiences seamlessly flow into structured pathways, micro-learning, and usage campaigns.
- Amplify impact: feed insights and customer evidence into GTM campaigns, advocacy programs, and field enablement.
What we’re looking for on your resume
- 10+ years in program design, customer enablement, or executive education (SaaS or enterprise transformation preferred).
- Deep expertise in instructional design and immersive learning.
- Proven ability to design transformational experiences for executive and practitioner audiences.
- Experience leading educational strategy at large-scale events (e.g., conferences, executive forums).
- Strong storyteller and facilitator with credibility at all levels.
- Strategic thinker who builds scalable frameworks and adapts to evolving customer needs.
- Familiarity with XM, CX, or AI adoption frameworks strongly preferred.
What You Should Know About This Team
- The XM Institute Learning & Enablement team accelerates customer adoption by translating product innovation into immersive, outcome-driven learning experiences.
- We emphasize measurable business outcomes, ensuring every experience demonstrates customer value and drives real impact before broad product launch.
- Collaboration is central: the team partners closely with Product, Marketing, Field, CSMs, and Partners to create scalable, repeatable learning models with global reach.
- We foster a culture of innovation and scale—designing transformational experiences that not only educate but inspire conviction and advocacy.
- Commitment to career growth through hands-on ownership of flagship initiatives, mentorship, and leadership in strategic customer enablement at large-scale global events.
Our Team’s Favorite Perks and Benefits
- Comprehensive Health Coverage: Medical, dental, and vision plans tailored to support you and your family’s health.
- Generous Paid Time Off: Flexible vacation policies and holidays that promote work-life balance.
- Professional Development: Support for continuous learning including certifications, conferences, and workshops.
- Remote & Flexible Work Options: Enable a balanced lifestyle with options to work remotely in many roles.
- Employee Recognition & Wellness Programs: Inclusive initiatives to celebrate achievements and promote well-being, including mental health resources.
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.
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
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Top Skills
Instructional Design
Learning Experience Design
Qualtrics Boston, Massachusetts, USA Office
Boston, MA, United States
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