Manager - Qualtrics
Dentsu Aegis Network (Merkle) · Posted Oct 22
Data-driven, technology-enabled customer experience management and digital marketing services
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About the role
The role sits within Merkle (dentsu) in Mumbai, supporting Customer Experience (CX) and Experience Management (XM) programs delivered on the Qualtrics platform. The team designs and deploys customer and employee feedback programs, integrating them with enterprise systems such as CRM, HRMS and ERP. This manager will lead end-to-end Qualtrics XM implementations, build surveys, dashboards and reporting structures, drive VoC and employee engagement initiatives, and advise business leaders on actionable insights.
What you will do
- Lead end-to-end implementation and deployment of Qualtrics XM solutions across customer and employee experience programs.
- Collaborate with business stakeholders to gather requirements and translate them into scalable Qualtrics-based solutions.
- Configure surveys, workflows, dashboards, and reporting structures within the Qualtrics platform.
- Design and manage Employee Engagement, Voice of Customer (VoC), and Experience Management programs.
- Integrate Qualtrics with enterprise applications such as CRM, HRMS, and other third-party systems using APIs and connectors.
- Develop actionable dashboards and reports to provide meaningful insights and recommendations to business leaders.
- Drive customer and employee feedback programs, ensuring data quality and governance standards are maintained.
- Support survey lifecycle management, including design, testing, deployment, and optimization.
- Work closely with technical and business teams to troubleshoot implementation and integration challenges.
- Conduct stakeholder workshops, training sessions, and solution demonstrations.
- Monitor program performance and recommend continuous improvements to enhance user experience and business outcomes.
- Ensure adherence to project timelines, quality standards, and best practices.
Skills used in this role
What the employer is looking for
- Qualtrics XM Platform
- Customer Experience (CX)
- Experience Management (XM)
- Employee Engagement Programs
- Qualtrics Implementation & Configuration
- System Integration (CRM, HRMS, ERP, APIs)
- Voice of Customer (VoC)
- Stakeholder Management
- Requirements Gathering & Solution Design
- Data Analysis & Reporting
Preferred qualifications
- Survey Design & Methodology
- Customer Journey Mapping
- NPS, CSAT, CES Frameworks
- Qualtrics Dashboards & Advanced Reporting
- Experience Management Certifications
- Change Management & User Training
- Bachelor's or Master's degree in Engineering, Business, Information Systems, or a related field.
- Experience working on global CX/XM transformation programs.
- Hands-on expertise in designing and deploying large-scale employee and customer feedback initiatives.
- Qualtrics certification is preferred.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Dentsu Aegis Network (Merkle)
Merkle is a leading technology-enabled, data-driven customer experience management (CXM) company and a key brand under Dentsu. For over 35 years, the company has specialized in combining data science, CRM, commerce, and digital transformation to help global brands deliver personalized customer experiences. Merkle operates as a core pillar of Dentsu's global network, employing thousands of specialists across the Americas, EMEA, and APAC.
- Industry
- Marketing
- Company size
- 16000+ employees
- Founded
- 1988
- Location
- Columbia, Maryland, USA
- Funding stage
- Public Company
Funding
Public Company · $1B raised
- 2016-09-01Acquisition$1B
Leadership
Global Practice President – CXM, Dentsu Group Inc. / Global President, Merkle
Chief Data & Technology Officer, Dentsu
Chief Technology Officer, Americas
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