Lead Analyst

Dentsu Global Services; Mumbai; On-site; INR 150,000 - 210,000; Full time

Job summary

Merkle in Mumbai is seeking a seasoned Qualtrics CX implementation lead to drive end-to-end delivery for global clients. You will independently manage multiple engagements from discovery through deployment and post-launch support, design sessions, and translate business needs into scalable CX solutions.

You will configure surveys, dashboards, workflows, and integrations with CRM systems (Salesforce, Microsoft Dynamics) via APIs; mentor teammates; manage timelines and risk, and showcase CX

Qualifications

• Experience leading Qualtrics CX implementations for enterprise clients.
• Strong problem-solving and solutioning abilities.
• Excellent verbal and written communication skills.
• Effective stakeholder management and project coordination.
• Hands-on project management from discovery to delivery.

Responsibilities

• Lead end-to-end implementation and delivery of Qualtrics CX solutions for global clients.
• Independently manage multiple engagements from requirements through deployment and post-launch support.
• Conduct discovery workshops and translate requirements into CX solutions.
• Configure surveys, dashboards, ticketing, access control, and reporting in Qualtrics.
• Design and optimize Workflows to automate processes and enhance CX.

Skills

Qualtrics CX Implementation

Problem Solving

Verbal & Written Communication

Stakeholder Management

Project Management

Solutioning & Estimation

POC Demo

Escalation Handling

Job description

Job Description

• Lead end-to-end implementation and delivery of Qualtrics CustomerXM (CX) solutions for global clients.
• Independently manage multiple client engagements from requirements gathering through deployment and post-launch support.
• Conduct discovery workshops, solution design sessions, and translate business requirements into scalable CX solutions.
• Configure and deploy Qualtrics surveys, dashboards, ticketing, role-based access, and reporting solutions.
• Design, implement, and optimize Qualtrics Workflows to automate customer and operational processes.
• Configure and manage Website/App Feedback Intercepts and other Digital Experience feedback programs.
• Support implementation and configuration of Qualtrics Mobile SDKs and digital feedback collection channels.
• Design and implement integrations between Qualtrics and enterprise systems including CRM platforms (e.g., Salesforce, Microsoft Dynamics), SFTP environments, APIs, and third-party applications.
• Develop, test, and troubleshoot API-based integrations and automated data exchange processes.
• Perform solutioning, effort estimation, scoping, and technical feasibility assessments for new opportunities.
• Lead client demos, Proof of Concepts (POCs), and pre-sales presentations showcasing Qualtrics CX capabilities.
• Act as a trusted advisor to clients by recommending CX best practices and implementation approaches.
• Manage stakeholder communication and ensure alignment on project scope, timelines, risks, and deliverables.
• Mentor and support team members on Qualtrics implementation best practices and technical capabilities.
• Monitor project progress, handle escalations, and ensure delivery within agreed timelines and quality standards.
• Stay updated on Qualtrics platform enhancements, CX trends, and industry best practices.
• Support resource planning, utilization tracking, and workload balancing across the team.

Key Responsibilities

• Lead end-to-end implementation and delivery of Qualtrics CustomerXM (CX) solutions for global clients.
• Independently manage multiple client engagements from requirements gathering through deployment and post-launch support.
• Conduct discovery workshops, solution design sessions, and translate business requirements into scalable CX solutions.
• Configure and deploy Qualtrics surveys, dashboards, ticketing, role-based access, and reporting solutions.
• Design, implement, and optimize Qualtrics Workflows to automate customer and operational processes.
• Configure and manage Website/App Feedback Intercepts and other Digital Experience feedback programs.
• Support implementation and configuration of Qualtrics Mobile SDKs and digital feedback collection channels.
• Design and implement integrations between Qualtrics and enterprise systems including CRM platforms (e.g., Salesforce, Microsoft Dynamics), SFTP environments, APIs, and third-party applications.
• Develop, test, and troubleshoot API-based integrations and automated data exchange processes.
• Perform solutioning, effort estimation, scoping, and technical feasibility assessments for new opportunities.
• Lead client demos, Proof of Concepts (POCs), and pre-sales presentations showcasing Qualtrics CX capabilities.
• Act as a trusted advisor to clients by recommending CX best practices and implementation approaches.
• Manage stakeholder communication and ensure alignment on project scope, timelines, risks, and deliverables.
• Mentor and support team members on Qualtrics implementation best practices and technical capabilities.
• Monitor project progress, handle escalations, and ensure delivery within agreed timelines and quality standards.
• Stay updated on Qualtrics platform enhancements, CX trends, and industry best practices.
• Support resource planning, utilization tracking, and workload balancing across the team.

Skillsets

• Qualtrics CustomerXM (CX) Implementation champion
• Problem Solving
• Excellent Verbal & Written Communication Skills
• Stakeholder management
• Project Management
• Solutioning, Scoping & Effort Estimation
• POC Demo
• Escalation handling

Certifications

• Mandatory: Qualtrics CustomerXM (CX) Certification
• Good to Have: Qualtrics Engagement Manager Certification (CX)

Location

DGS India - Mumbai - Thane Ashar IT Park

Brand

Merkle

Time Type

Full time

Contract Type

Permanent#DGS