Job Summary
We are looking for an experienced Program Architect – Qualtrics/Medallia to lead end-to-end delivery of enterprise Qualtrics CX/EX implementations. This role is more strategic than a traditional Project Manager and requires strong expertise in Qualtrics implementation, solution consulting, stakeholder management, and program governance.
The ideal candidate will act as a trusted advisor to clients, understand business problem statements, recommend the right Qualtrics solutions, and ensure successful project execution from presales through deployment. The candidate should have a strong project management background along with deep knowledge of the Qualtrics platform.
Job Description:
Must Have Skills
- Qualtrics and/or Medallia
- Program Management
- Enterprise Integrations
- APIs & Middleware
- Cloud Solutions
- Stakeholder Management
- Project Governance
- CX/EX Platforms
Good to Have Skills
- PMP Certification
- Global/Multi-country Program Delivery
- Change Management
- Vendor Management
- Financial & Resource Planning
- RAIDD Management
Location: Mumbai
Shift: Night Shift
Experience: 10+ Years
Key Responsibilities
- Lead end-to-end delivery of Qualtrics/Medallia implementation projects from pre-sales through project closure, ensuring delivery within agreed scope, timeline, budget, and quality.
- Act as the Single Point of Contact (SPOC) for clients and internal stakeholders, ensuring effective communication and expectation management.
- Provide strategic program support aligned with clients' Customer Experience (CX) and Employee Experience (EX) transformation objectives.
- Collaborate with technical architects, integration teams, and business stakeholders to deliver scalable Qualtrics/Medallia solutions.
- Establish project governance, define roles, responsibilities, decision rights, and RACI matrices to ensure successful project execution.
- Develop, maintain, and track integrated project plans, milestones, dependencies, and project documentation.
- Own project financials, including budget tracking, resource utilization, forecasting, billing milestones, and cost optimization.
- Identify project risks proactively, manage RAIDD (Risks, Actions, Issues, Decisions & Dependencies), and drive timely escalations.
- Lead project kick-offs, discovery workshops, weekly governance meetings, status reviews, and solution walkthroughs.
- Oversee the implementation, validation, and quality assurance of Qualtrics/Medallia surveys, dashboards, workflows, and integrations.
- Manage scope changes through structured change control, impact assessments, and stakeholder approvals.
- Plan and manage internal and external resources, including cross-functional teams and third-party vendors.
- Ensure quality through defined acceptance criteria, UAT coordination, defect management, and continuous process improvement.
- Drive project closure, client sign-off, documentation handover, CSAT collection, lessons learned, and transition to support/managed services.
Key Skills / Requirements
- 10+ years of experience in technology implementation with proven experience as a Technical Lead/Program Lead.
- 4+ years of hands-on experience with Qualtrics and/or Medallia implementations (experience in either platform is acceptable).
- Strong expertise in enterprise integrations, APIs, middleware, and cloud-based implementations.
- Experience managing multi-country/global implementation programs.
- Strong Project & Program Management experience with PMP Certification preferred.
- Proven experience managing client-facing implementations across global teams.
- Excellent stakeholder management, communication, and leadership skills.
- Experience working in Night Shift supporting global clients.
- Willingness to work from Mumbai location.
Location:
DGS India - Mumbai - Thane Ashar IT Park
Brand:
Merkle
Time Type:
Full time
Contract Type:
Permanent
