Rafael, CX Solution Strategy, LAC: experiences fixed daily
I’ve been a huge fan of rock, especially grunge, ever since I was a kid. If there's one song that always spoke to me, it’s the one called "The Fixer" by Pearl Jam - and this actually relates to why I’m here today and love what I do. I always loved learning, doing new things, getting a deep understanding of complex, challenging scenarios (which helped me be a risk analyst for 12 years in insurance). But I realized that helping others "fix" things is my calling. So, today my life is all about how we can connect Qualtrics’ value propositions to the companies' most complex challenges - and this makes me wake up energized every morning.
On top of it all, there's my family, my biggest and most valuable motivation I have. Qualtrics helps me by keeping me up for the challenge and offering the work and life balance I need to be a happy father, present spouse, supporting son, and dedicated colleague.
What attracted you to Qualtrics in the first place?
The people, and how tools are guided by the feeling of "sharing is caring," rather than concentrating knowledge in one person or hub.
You've been at Qualtrics for a while, so why is it still Qualtrics for you?
I've been at Qualtrics for almost three years and have seen lots of changes - and this is actually one of the reasons why I’ve kept the same energy and pride I had back in 2019. By changing its course, Qualtrics reinforced its core values and presented directions that had a real impact in my life - not just bogus messages. This transparency and proven record of improvement is the reason I trust this company even more than I did back in 2019.
What was the turning point where you knew you 'had to have the job' at Qualtrics?
When I started talking with people from different countries, like Germany, UK and the US. This was the place, the team I wanted to work with. And it still is!
What does your day look like?
Lots of calls, Zoom conferences. But mostly building up how things can be WAY better for companies that use Qualtrics.
What is your favorite part of your role?
Being able to share what I learned and be challenged by everyone - so I keep my wheels turning.
Any tips for someone who is considering a role at Qualtrics?
Be curious, ask for help, search our knowledge bases, and when in doubt, ask the people involved how to get things done. You'll find rules and organization charts, but there's nothing better than interaction with our colleagues.
What has surprised you most about working at Qualtrics?
I am still surprised with the board commitment to our TACOS. This is incredible - it is part of our routine, not just a nice thing to say.
What made you want to get into customer experience?
The opportunity to share how to do things I was doing for years.
What are your aspirations in career/life?
I want to become a strong example at Qualtrics for how to nurture great deals and provide insightful directions in a demanding generation.
What is your top #LifeHack?
Bought myself a large widescreen monitor - BIG life changer for both personal and work use.
What's a favorite memory of your time at Qualtrics so far?
Meeting my team for the very first time after the pandemic at the Reston office - couldn't be a more delightful experience.
How have you become involved in community at Qualtrics?
I have a project with an NGO that supports families in extreme poverty. Qualtrics has supported this project via XM Days and other interactions with leaders who truly value this initiative.
What 3 words would you use to describe Qualtrics to someone?
Innovation, leadership, commitment.
How do you feel you've been able to apply what you studied at school to your career?
I learned to read a lot during my Foreign Affairs education - this helps me so much today as we are a fierce publisher of content both internally and externally!
What's a myth about your type of job that you'd like to bust?
We don't know it all! We rely a lot on other people to get things done or simply know more about our products!
|Rafael is an alumnus of Universidade Ibero-Americana and started his career at IBM. He has conquered the Annapurna peak in Nepal.|