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.
Job Description:
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: 6 PM- 3 AM

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