Lead Analyst

dentsu; Mumbai City; On-site; INR 2,800,000 - 4,500,000; Full time

Job summary

Merkle in Mumbai is seeking a Senior Qualtrics CX Implementation Champion to drive end-to-end CX projects for global clients. You will lead design sessions, architect integrations with CRM systems, and ensure on-time delivery within quality standards.

You will mentor teammates, conduct demos and POCs, and advise clients on CX best practices. A strong background in Qualtrics and API integrations, plus excellent stakeholder management, is essential.

Qualifications

• Must hold Qualtrics CustomerXM (CX) Certification.
• Experience leading CX implementations for global clients.
• Ability to design solutions and perform requirement gathering.
• Experience with API integrations and CRM systems.

Responsibilities

• Lead end-to-end Qualtrics CX implementation for global clients.
• Manage multiple client engagements from requirements through deployment.
• Conduct discovery, design sessions, and translate business needs into CX solutions.
• Configure surveys, dashboards, and reporting in Qualtrics.
• Mentor team on best practices and monitor project progress.

Skills

Problem Solving

Verbal & Written Communication

Stakeholder Management

Project Management

Solutioning & Scoping

POC Demo

Escalation Handling

Education

Qualtrics CustomerXM Certification

Qualtrics Engagement Manager Certification (CX)

Tools

Salesforce

Microsoft Dynamics

Qualtrics

Job description

Job Description

Key Responsibilities

Skillsets

• 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.

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