Manage service-line business planning and performance MIS; prepare and support client reviews; prevent and resolve client escalations; develop proposals with account teams to grow client revenue; implement quality, automation, and service upgrades; monitor competitors; and coach team members.
We are seeking an experienced professional with strong expertise in Qualtrics, Customer Experience (CX), Experience Management (XM), Employee Engagement, Implementation, and Integration. The ideal candidate will drive end-to-end experience management initiatives, design and deploy Qualtrics solutions, and enable organizations to derive actionable insights from customer and employee feedback programs.
Must-Have Skills
Good-to-Have Skills
Key Responsibilities
Preferred Qualifications
Job Description:
Experience: 8–14 Years
Shift Timing: 6:00 PM – 3:00 AM (IST)
Location: Mumbai
Role Summary
We are seeking an experienced professional with strong expertise in Qualtrics, Customer Experience (CX), Experience Management (XM), Employee Engagement, Implementation, and Integration. The ideal candidate will drive end-to-end experience management initiatives, design and deploy Qualtrics solutions, and enable organizations to derive actionable insights from customer and employee feedback programs.
Must-Have Skills
- Qualtrics XM Platform
- Customer Experience (CX)
- Experience Management (XM)
- Employee Engagement Programs
- Qualtrics Implementation & Configuration
- System Integration (CRM, HRMS, ERP, APIs)
- Voice of Customer (VoC)
- Stakeholder Management
- Requirements Gathering & Solution Design
- Data Analysis & Reporting
Good-to-Have Skills
- Survey Design & Methodology
- Customer Journey Mapping
- NPS, CSAT, CES Frameworks
- Qualtrics Dashboards & Advanced Reporting
- Experience Management Certifications
- Change Management & User Training
Key Responsibilities
- Lead end-to-end implementation and deployment of Qualtrics XM solutions across customer and employee experience programs.
- Collaborate with business stakeholders to gather requirements and translate them into scalable Qualtrics-based solutions.
- Configure surveys, workflows, dashboards, and reporting structures within the Qualtrics platform.
- Design and manage Employee Engagement, Voice of Customer (VoC), and Experience Management programs.
- Integrate Qualtrics with enterprise applications such as CRM, HRMS, and other third-party systems using APIs and connectors.
- Develop actionable dashboards and reports to provide meaningful insights and recommendations to business leaders.
- Drive customer and employee feedback programs, ensuring data quality and governance standards are maintained.
- Support survey lifecycle management, including design, testing, deployment, and optimization.
- Work closely with technical and business teams to troubleshoot implementation and integration challenges.
- Conduct stakeholder workshops, training sessions, and solution demonstrations.
- Monitor program performance and recommend continuous improvements to enhance user experience and business outcomes.
- Ensure adherence to project timelines, quality standards, and best practices.
Preferred Qualifications
- Bachelor's or Master's degree in Engineering, Business, Information Systems, or a related field.
- Experience working on global CX/XM transformation programs.
- Hands-on expertise in designing and deploying large-scale employee and customer feedback initiatives.
- Qualtrics certification is preferred.
Location:
DGS India - Mumbai - Thane Ashar IT ParkBrand:
MerkleTime Type:
Full timeContract Type:
Permanentdentsu Mumbai, Maharashtra, IND Office
Mumbai, India
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