Senior Analyst - Qualtrics

Responsibilities

• The role involves supporting VoC, NPS, CSAT, and CES initiatives, collaborating with stakeholders, and delivering actionable customer insights.
• 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.

Requirements

• 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.
• 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.

Preferred

• Experience in integrations, automation, and CX analytics will be an added advantage.

Location

DGS India - Mumbai - Thane Ashar IT Park Brand: Merkle Time Type: Full time Contract Type: Permanent