Manager - Qualtrics (CX/XM)

About the role

Dentsuaegis is looking for an experienced professional with strong expertise in Qualtrics, Customer Experience (CX), Experience Management (XM), Employee Engagement, implementation and integration. The role drives end-to-end experience management initiatives, designs and deploys Qualtrics solutions and helps organisations turn customer and employee feedback into actionable insights. It is based in Mumbai (Thane Ashar IT Park) with a shift of 6:00 PM to 3:00 AM IST.

Key responsibilities

• Lead end-to-end implementation and deployment of Qualtrics XM solutions for customer and employee experience programs.
• Gather requirements with business stakeholders and turn them into scalable Qualtrics-based solutions.
• Configure surveys, workflows, dashboards and reporting structures in Qualtrics.
• Design and manage Employee Engagement, Voice of Customer (VoC) and Experience Management programs.
• Integrate Qualtrics with CRM, HRMS and other systems via APIs and connectors.
• Build dashboards and reports that give business leaders actionable insights.
• Maintain data quality and governance, and support the survey lifecycle from design and testing to deployment and optimisation.
• Troubleshoot implementation issues with technical and business teams, run workshops, train users and demonstrate solutions.
• Monitor program performance and recommend continuous improvements.

Required profile

• 8-14 years of experience.
• Bachelor's or Master's degree in Engineering, Business, Information Systems or a related field (preferred).
• Experience on global CX/XM transformation programs and large-scale feedback initiatives (preferred).
• Hands-on experience designing and deploying employee and customer feedback programs (preferred).

Required skills

• Qualtrics XM platform, implementation and configuration.
• Customer experience (CX) and experience management (XM).
• Employee engagement programs and Voice of Customer (VoC).
• System integration (CRM, HRMS, ERP, APIs) and stakeholder management.
• Data analysis and reporting; good-to-have: survey design, NPS/CSAT/CES frameworks, dashboards and change management training.