Program Architect

dentsu; Mumbai; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Dentsu in Mumbai is seeking a seasoned Program Architect with deep Qualtrics Engage expertise to own end-to-end delivery of Qualtrics projects and lead cross-functional teams.

The ideal candidate has a minimum of 9 years in Qualtrics XM/Discover, will serve as the SPOC for clients and internal stakeholders, and will establish governance to ensure CX/EX outcomes, timelines and budgets.

Qualifications

• Minimum 9 years of experience in Qualtrics XM/Qualtrics Discover.
• Proven track record delivering end-to-end Qualtrics Engage programs.
• Strong client/stakeholder management and governance experience.

Responsibilities

• Lead end to end delivery of Qualtrics Engage projects from presales through closure.
• Serve as the Single Point of Contact (SPOC) for clients and internal stakeholders.
• Provide program-specific support aligned to CX/EX objectives and outcomes.
• Collaborate with technical experts to ensure solutions align with CX/EX goals.
• Establish governance with clear roles, responsibilities, and RACI.
• Develop and maintain an integrated project plan and manage milestones.
• Budget & cost management: manage hours, forecasts, and invoicing milestones.
• Identify risks early, align decisions with long-term client objectives.
• Drive RAIDD management with proactive mitigation and escalation.

Skills

Qualtrics XM

Program management

Stakeholder management

Cross-functional leadership

SPOC for clients

Risk management

Budget & cost management

Tools

Qualtrics Engage

Qualtrics XM Discover

Job description

We are seeking a highly experienced Program Architect with strong expertise in Qualtrics Engage and solid understanding of customer/employee experience programs. The ideal candidate will own end to end delivery of Qualtrics based projects, manage cross functional teams, and serve as the single point of contact for clients. Experience in Qualtrics XM Discover will be considered a significant advantage.

Preferred Candidate profile

Min 9 Years of experience in Qualtrics XM/Qualtrics discover

Key Responsibilities

• Lead end to end delivery of Qualtrics Engage projects from presales through closure by making sure it meets agreed scope, schedule, cost, and quality.
• Serve as the Single Point of Contact (SPOC) for clients and internal stakeholders, set expectations and maintain clear communication.
• Provide program-specific support aligned to client CX/EX objectives and outcomes.
• Proactively collaborate with technical experts and strategists to ensure solutions align with the customer’s broader CX/EX goals.
• Establish governance with clear roles, responsibilities, decision rights, and RACI. Uphold ethical, legal, and socially responsible conduct.
• Develop and maintain an integrated project plan, adhere to Project timeline, update Plan & other documentation on weekly basis, manage milestones, critical path, and dependencies.
• Budget & cost management: own project budgets by managing hours to be within Budget, track forecasts vs. actuals, manage billing and invoicing milestones. Raise proactive internal/external alerts to prevent last minute escalations.
• Identify risks early through close SME engagement, keeping project decisions and timelines aligned with long term client objectives.
• Drive risk, action, issue, decision, and dependency (RAIDD) management with proactive mitigation and timely escalation.