Program Architect - Qualtrics/Medallia

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.

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Must Have Skills

• Qualtrics and/or Medallia
• Program Management
• Enterprise Integrations
• APIs & Middleware
• Cloud Solutions
• Stakeholder Management
• Project Governance
• CX/EX Platforms

Good to Have Skills

• PMP Certification
• Global/Multi-country Program Delivery
• Change Management
• Vendor Management
• Financial & Resource Planning
• RAIDD Management

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.

Key Skills / Requirements

• 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 Park

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent