The Role
Lead end-to-end delivery of Qualtrics Engage programs as SPOC, managing scope, schedule, budget, risks, RAIDD, governance, resources, change control, QA/UAT, and transition to managed services while aligning solutions to client CX/EX goals.
Summary Generated by Built In
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.
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:
Program Architect (Qualtrics/Medallia)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.
- 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 ParkBrand:
MerkleTime Type:
Full timeContract Type:
PermanentSkills Required
- Proven experience delivering Qualtrics Engage or Qualtrics implementation projects
- Serve as single point of contact for clients and internal stakeholders (client-facing communication)
- Program and project management: integrated project planning, milestone and dependency management
- Budget and cost management including hours tracking, forecasting, billing and invoicing milestones
- Risk identification and RAIDD (risk, action, issue, decision, dependency) management with mitigation and escalation
- Governance setup including RACI, roles, responsibilities, and decision rights
- Lead kickoff, discovery, weekly status meetings, solution walkthroughs and produce meeting minutes/status updates
- Oversee build and validation of surveys, dashboards, workflows; manage QA and UAT and ensure design sign-offs
- Change management: capture scope changes, assess impact to schedule/cost/quality, obtain approvals and maintain baselines
- Resource and vendor management: plan and allocate internal/external capacity
- Drive final sign-off, documentation handover, CSAT, retrospectives, and transition to managed services
- Support business case and benefits management: track benefits vs. costs/risks
- Qualtrics certifications
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The Company
What We Do
Dentsu Creative is a global creative agency network designed to unlock exponential growth for clients. We use Transformative Creativity as a differentiating, driving force to bring our capabilities together to positively impact people, business and society. Established in 2022, Dentsu Creative is integrated with dentsu’s Media and CXM businesses in over 145 countries and regions, to offer Integrated Growth Solutions.
