Manager - Qualtrics

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.

Job Description:

Experience: 8–14 Years

Shift Timing: 6:00 PM – 3:00 AM (IST)

Location: Mumbai

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.

Location:

DGS India - Mumbai - Thane Ashar IT Park

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent