Senior Analyst - Qualtrics

Seeking a Qualtrics CX professional with 3-7 years of experience in managing and implementing Customer Experience (CX) programs. The ideal candidate must have hands-on expertise in Qualtrics survey programming, dashboards, workflows, and reporting, along with a valid Qualtrics CX Certification. The role involves supporting VoC, NPS, CSAT, and CES initiatives, collaborating with stakeholders, and delivering actionable customer insights. Experience in integrations, automation, and CX analytics will be an added advantage.

Job Description: Role: Senior Analyst - Qualtrics

Experience: 3-7 years

Location: Mumbai

Shift: 10 AM - 7 PM

Must have skills: Qualtrics and Customer XP (CX) Certification

Good to have skills: Additional Qualtrics platform certifications

Key Responsibilities

Independently support the implementation and delivery of Qualtrics CustomerXM (CX) solutions for global clients.

• Gather business requirements and translate them into scalable CX solutions.
• Configure and deploy Qualtrics surveys, dashboards, ticketing, role-based access, and reporting.
• Design, implement, and optimize Qualtrics Workflows to automate customer and operational processes.
• Configure Website/App Feedback Intercepts and Digital Experience feedback programs.
• Support the implementation and configuration of Qualtrics Mobile SDKs and digital feedback channels.
• Integrate Qualtrics with enterprise systems, including Salesforce, Microsoft Dynamics, SFTP, APIs, and third-party applications.
• Develop, test, troubleshoot, and maintain API integrations and automated data exchange processes.
• Participate in solution design, effort estimation, and technical feasibility assessments.
• Support client demonstrations, Proof of Concepts (POCs), and solution walkthroughs.
• Recommend improvements based on CX best practices and implementation experience.
• Collaborate with internal teams and client stakeholders to ensure successful project delivery.
• Perform testing, quality assurance, issue resolution, and post-deployment support.
• Stay updated on Qualtrics platform enhancements, CX trends, and industry best practices.
• Share knowledge and support junior team members on implementation best practices.

Required Skills and Experience

• Hands-on experience with Qualtrics CustomerXM (CX) implementation.
• Experience working on Customer Experience (CX) programs.
• Expertise in Qualtrics Workflows and Digital Feedback configuration.
• Knowledge of API integrations, data management, and enterprise system integrations.
• Strong problem-solving and analytical skills.
• Excellent stakeholder collaboration skills.
• Strong verbal and written communication skills.

Location: DGS India - Mumbai - Thane Ashar IT Park

Brand: Merkle

Time Type: Full time

Contract Type: Permanent