Location: Mumbai

Shift: EST Shift

Experience: 10+ Years (Minimum 4 years of hands-on Qualtrics/ Medallia experience)

Certification: PMP Mandatory | Qualtrics Certification Preferred

Job Summary

We are looking for an experienced Program Architect – Qualtrics/Medallia to lead end-to-end delivery of enterprise Qualtrics CX/EX implementations. Strong 10+ years' experience with implementation knowledge on Qualtrics/Medallia we are looking for. on technology 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 solid project management background along with deep knowledge of the Qualtrics platform.

Key Responsibilities

- Lead end-to-end delivery of Qualtrics CX/EX implementation projects from presales to project closure.
- Serve as the primary point of contact (SPOC) for clients and internal stakeholders.
- Understand client business challenges and recommend appropriate Qualtrics-based solutions.
- Drive project planning, execution, governance, and successful delivery within scope, budget, and timelines.
- Collaborate with technical teams, solution architects, and CX/EX strategists to deliver business outcomes.
- Establish project governance, RACI matrix,



and communication plans.
- Manage project schedules, milestones, dependencies, and critical paths.
- Own project budgeting, forecasting, billing milestones, and cost management.
- Identify, mitigate, and escalate project risks using RAIDD methodology.
- Lead client meetings including kick-offs, discovery workshops, weekly governance calls, and solution walkthroughs.
- Oversee survey, dashboard, workflow implementation, UAT, quality assurance, and production launches.
- Manage change requests, scope management, and configuration baselines.
- Coordinate internal resources, external vendors, and partner teams.
- Ensure quality standards, project documentation, client sign-offs, and smooth transition to support teams.
- Drive customer satisfaction (CSAT) and continuous improvement initiatives.

Technical Skills
- Strong expertise in Qualtrics XM Platform
- Experience in Qualtrics implementation (CX and/or EX)
- Knowledge of Qualtrics surveys, dashboards, workflows, and reporting
- Understanding of Customer Experience (CX) and Employee Experience (EX) programs
- Project planning and delivery methodologies
- Budget and cost management
- Risk and dependency management
- Stakeholder management
- Change management
- Resource planning
- Project governance

Functional Skills
- Solution consulting
- Client-facing consulting experience
- Requirement gathering and discovery workshops
- Business problem-solving
- Program management
- Cross-functional team leadership

📌 Program Architect – Qualtrics / Medallia (Mumbai)
🏢 Dentsu Global Services
📍 Mumbai