Lead Analyst

Dentsuaegis; Mumbai Suburban; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Merkle in Mumbai is seeking a senior Qualtrics CX implementation lead to steer global client projects from discovery through deployment and support. You will design scalable CX solutions, configure surveys and reporting, and drive integrations with CRM systems and APIs for automated data exchange.

The role requires strong problem solving, excellent communication, and proven project management skills, with a focus on delivering high-quality CX outcomes.

Qualifications

• Experience leading CX implementations using Qualtrics CustomerXM.
• Ability to translate business needs into scalable CX solutions.
• Strong problem solving and stakeholder management skills.

Responsibilities

• Lead end-to-end Qualtrics CX implementation for global clients.
• Manage multiple client engagements from discovery to deployment and support.
• Conduct workshops to design scalable CX solutions and translate requirements.
• Configure surveys, dashboards, access control, and reporting in Qualtrics.
• Develop and optimize Qualtrics Workflows to automate processes.
• Integrate Qualtrics with CRM, APIs, SFTP and third-party apps.
• Lead demos, POCs, and pre-sales activities highlighting CX capabilities.
• Mentor team members and ensure project progress meets scope and timelines.

Skills

Problem Solving

Communication

Stakeholder management

Project Management

Solutioning & Estimation

POC Demo

Escalation handling

Education

Qualtrics CustomerXM Certification

Qualtrics Engagement Manager Certification (CX)

Job description

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:

• 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