Lead Analyst - Qualtrics

Dentsu Global Services; Mumbai; On-site; INR 1,200,000 - 1,900,000; Full time

Job summary

Dentsu Global Services in Mumbai is seeking a seasoned CX solutions lead to manage end-to-end Qualtrics CX implementations for global clients. You will drive requirements gathering, solution design, deployment, and post-launch support while coordinating cross-functional teams.

Responsibilities include leading client workshops, demos, and pre-sales activities, and guiding teams on CX best practices. Strong communication and stakeholder management are essential in this client-facing role.

Qualifications

• Strong problem solving and analytical skills required.
• Experience leading CX projects and client engagements.
• Excellent stakeholder communication and presentation abilities.

Responsibilities

• Lead end-to-end Qualtrics CX implementations for global clients.
• Manage multiple engagements from discovery to deployment and post-launch support.
• Design workshops and translate business requirements into scalable CX solutions.

Skills

Problem Solving

Project Management

Stakeholder Communication

Client Demonstrations

Tools

Qualtrics

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.

Additional Requirement

• Problem Solving
• Project Management