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:** ### **Program Architect (Qualtrics/Medallia)** **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. This version is concise, recruiter-friendly, and clearly highlights the mandatory screening criteria while making it explicit that **Qualtrics or Medallia** experience is acceptable. **Location:** DGS India - Mumbai - Thane Ashar IT Park **Brand:** Merkle **Time Type:** Full time **Contract Type:** Permanent