We are seeking an experienced professional with strong expertise in Qualtrics, Customer Experience (CX), Experience Management (XM), Employee Engagement, Implementation, and Integration. The ideal candidate will drive end-to-end experience management initiatives, design and deploy Qualtrics solutions, and enable organizations to derive actionable insights from customer and employee feedback programs. Job Description: Experience: 8–14 Years Shift Timing: 6:00 PM – 3:00 AM (IST) Location: Mumbai Role Summary We are seeking an experienced professional with strong expertise in Qualtrics, Customer Experience (CX), Experience Management (XM), Employee Engagement, Implementation, and Integration. The ideal candidate will drive end-to-end experience management initiatives, design and deploy Qualtrics solutions, and enable organizations to derive actionable insights from customer and employee feedback programs. Must-Have Skills 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 Good-to-Have Skills Survey Design & Methodology Customer Journey Mapping NPS, CSAT, CES Frameworks Qualtrics Dashboards & Advanced Reporting Experience Management Certifications Change Management & User Training Key Responsibilities 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. Preferred Qualifications 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. Location: DGS India - Mumbai - Thane Ashar IT Park Brand: Merkle Time Type: Full time Contract Type: Permanent Can’t find a suitable job? Sign up for job alerts tailored to your interests and be first in line for new opportunities. About dentsu For over 120 years, innovation has been a core tenet of our offering – exploring new ways to reach, engage and nurture relationships with audiences. Together we drive a multiplier effect for clients at a global scale, through the development of Integrated Growth Solutions that are underpinned by our promise to clients: innovating to impact. Be a force for good. Sustainability is a vital part of our business and an important area of focus for our clients. We’re leading the way – helping to build a more sustainable planet. Dream loud. In this moment of transformation, we need our people to be fearless, embracing change and ambiguity, driven by the love for their work and excitement for the future. Team without limits. We create opportunities for connection and collaboration between our colleagues and clients, building a sense of belonging and having some fun along the way. Find out more about us Who we are Our Social Impact Our work

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