Lead Analyst

dentsu; Mumbai, Thane; Sur place; INR 2 500 000 - 3 500 000; Plein temps

Résumé du poste

dentsu in Mumbai is looking for a seasoned Qualtrics CX specialist to lead end-to-end CX solution delivery for global clients. You will manage multiple client engagements from discovery to deployment, configure surveys, dashboards, and integrations, and mentor teams on best practices in Qualtrics.

Responsibilities include designing workflows, automating processes, and driving pre-sales demos and POCs, with a focus on delivering high-quality CX outcomes for customers.

Qualifications

• Mandatory: Qualtrics CustomerXM (CX) Certification
• Good to Have: Qualtrics Engagement Manager Certification (CX)
• Location: Mumbai (DGS India)

Responsabilités

• 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.
• 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.

Connaissances

Problem Solving

Verbal & Written Communication

Stakeholder management

Project Management

Solutioning & Scoping

Effort Estimation

POC Demonstrations

Escalation handling

Outils

Salesforce

Microsoft Dynamics

SFTP

APIs

Description du poste

Job Description:

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

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

About dentsu

For over 120 years, innovation has been a core tenet of our offering – exploring new ways to reach, engage and nurture relationships with audiences. Together we drive a multiplier effect for clients at a global scale, through the development of Integrated Growth Solutions that are underpinned by our promise to clients: innovating to impact. Be a force for good. Sustainability is a vital part of our business and an important area of focus for our clients. We’re leading the way – helping to build a more sustainable planet. Dream loud. In this moment of transformation, we need our people to be fearless, embracing change and ambiguity, driven by the love for their work and excitement for the future. Team without limits. We create opportunities for connection and collaboration between our colleagues and clients, building a sense of belonging and having some fun along the way.

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