Manager - Qualtrics

Dentsu Global Services; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Merkle in Mumbai is seeking an experienced Qualtrics CX/XM lead to drive end-to-end experience management initiatives. You will design and deploy Qualtrics solutions, enable insights from customer and employee feedback, and collaborate with global teams to translate needs into scalable deployments.

The role requires 8–14 years in CX/XM with hands-on Qualtrics implementation, integration with CRM/HRMS/ERP, and strong stakeholder management.

Qualifications

• Bachelor's or master's degree in engineering, business, information systems, or related field.

Responsibilities

• Lead end-to-end Qualtrics XM implementations across customer and employee programs.
• Collaborate with stakeholders to translate requirements into scalable Qualtrics solutions.
• Configure surveys, workflows, dashboards, and reporting within the Qualtrics platform.
• Design and manage Employee Engagement, VoC, and Experience Management programs.
• Integrate Qualtrics with enterprise applications such as CRM, HRMS, and other systems using APIs.
• Develop actionable dashboards and reports to provide meaningful insights to business leaders.
• Drive customer and employee feedback programs, ensuring data quality and governance standards are maintained.
• Support survey lifecycle management, including design, testing, deployment, and optimization.
• Work closely with technical and business teams to troubleshoot implementation and integration challenges.
• Conduct stakeholder workshops, training sessions, and solution demonstrations.
• Monitor program performance and recommend continuous improvements to enhance user experience and business outcomes.
• Ensure adherence to project timelines, quality standards, and best practices.

Skills

Qualtrics XM Platform

Customer Experience (CX)

Experience Management (XM)

Employee Engagement Programs

Qualtrics Implementation &

System Integration (CRM, HRMS, ERP,AP)

Voice of Customer (VoC)

Stakeholder Management

Requirements Gathering & Solution

Data Analysis & Reporting

Education

Bachelor's or Master's in Engineering, Business, Information Systems, or related field

Tools

CRM

HRMS

ERP

APIs

Job description

Job Description:

We are seeking an experienced professional with strong expertise in Qualtrics, Customer Experience (CX), Experience Management (XM), Employee Engagement, Implementation, and Integration. The ideal candidate will drive end-to-end experience management initiatives, design and deploy Qualtrics solutions, and enable organizations to derive actionable insights from customer and employee feedback programs.

Experience

8–14 Years

Shift Timing

6:00 PM – 3:00 AM (IST)

Location

Mumbai

DGS India - Mumbai - Thane Ashar IT Park

Role Summary

We are seeking an experienced professional with strong expertise in Qualtrics, Customer Experience (CX), Experience Management (XM), Employee Engagement, Implementation, and Integration. The ideal candidate will drive end-to-end experience management initiatives, design and deploy Qualtrics solutions, and enable organizations to derive actionable insights from customer and employee feedback programs.

Must-Have Skills

• Qualtrics XM Platform
• Customer Experience (CX)
• Experience Management (XM)
• Employee Engagement Programs
• Qualtrics Implementation & Configuration
• System Integration (CRM, HRMS, ERP, APIs)
• Voice of Customer (VoC)
• Stakeholder Management
• Requirements Gathering & Solution Design
• Data Analysis & Reporting

Good-to-Have Skills

• Survey Design & Methodology
• Customer Journey Mapping
• NPS, CSAT, CES Frameworks
• Qualtrics Dashboards & Advanced Reporting
• Experience Management Certifications
• Change Management & User Training

Key Responsibilities

• Lead end-to-end implementation and deployment of Qualtrics XM solutions across customer and employee experience programs.
• Collaborate with business stakeholders to gather requirements and translate them into scalable Qualtrics-based solutions.
• Configure surveys, workflows, dashboards, and reporting structures within the Qualtrics platform.
• Design and manage Employee Engagement, Voice of Customer (VoC), and Experience Management programs.
• Integrate Qualtrics with enterprise applications such as CRM, HRMS, and other third-party systems using APIs and connectors.
• Develop actionable dashboards and reports to provide meaningful insights and recommendations to business leaders.
• Drive customer and employee feedback programs, ensuring data quality and governance standards are maintained.
• Support survey lifecycle management, including design, testing, deployment, and optimization.
• Work closely with technical and business teams to troubleshoot implementation and integration challenges.
• Conduct stakeholder workshops, training sessions, and solution demonstrations.
• Monitor program performance and recommend continuous improvements to enhance user experience and business outcomes.
• Ensure adherence to project timelines, quality standards, and best practices.

Preferred Qualifications

• Bachelor's or Master's degree in Engineering, Business, Information Systems, or a related field.
• Experience working on global CX/XM transformation programs.
• Hands‑on expertise in designing and deploying large‑scale employee and customer feedback initiatives.
• Qualtrics certification is preferred.

Brand

Merkle

Time Type

Full time

Contract Type

Permanent#DGS