Lead Analyst - Qualtrics CX - Qualtrics

The purpose of this role is of Lead Analyst - Qualtrics CX to lead end-to-end implementation and delivery of Customer Experience (CX) programs on the Qualtrics CustomerXM platform. The role involves solution design, stakeholder management, workflow automation, integrations, and project delivery for global clients. The ideal candidate should possess strong consulting, solutioning, and project management skills while acting as a trusted advisor for CX best practices. Experience in pre-sales, effort estimation, and team mentoring is highly preferred.with clients.

Job Description:

Role: Lead Analyst – Qualtrics

Experience: 8-12 Years

Location: Mumbai (Preferred)

Shift: 10 AM - 7 PM

Mandatory skills: Qualtrics CustomerXM (CX) Certification

Good to Have skills: Qualtrics Engagement Manager Certification (CX)

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.

Additional Requirement:

Problem Solving
Excellent Verbal & Written Communication Skills

Stakeholder management
Project Management
Solutioning, Scoping & Effort Estimation
POC Demo
Escalation handling

Certifications

Location:

DGS India - Mumbai - Thane Ashar IT Park

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent