Program Architect – Qualtrics (CX/EX)

Location: Mumbai

Shift: EST Shift

Experience: 10+ Years (Minimum 4 years of hands-on Qualtrics experience)

Certification: PMP Mandatory | Qualtrics Certification Preferred

Job Summary

We are looking for an experienced Program Architect – Qualtrics 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.

Key Responsibilities

• Lead end-to-end delivery of Qualtrics CX/EX implementation projects from presales to project closure.
• Serve as the primary point of contact (SPOC) for clients and internal stakeholders.
• Understand client business challenges and recommend appropriate Qualtrics-based solutions.
• Drive project planning, execution, governance, and successful delivery within scope, budget, and timelines.
• Collaborate with technical teams, solution architects, and CX/EX strategists to deliver business outcomes.
• Establish project governance, RACI matrix, and communication plans.
• Manage project schedules, milestones, dependencies, and critical paths.
• Own project budgeting, forecasting, billing milestones, and cost management.
• Identify, mitigate, and escalate project risks using RAIDD methodology.
• Lead client meetings including kick-offs, discovery workshops, weekly governance calls, and solution walkthroughs.
• Oversee survey, dashboard, workflow implementation, UAT, quality assurance, and production launches.
• Manage change requests, scope management, and configuration baselines.
• Coordinate internal resources, external vendors, and partner teams.
• Ensure quality standards, project documentation, client sign-offs, and smooth transition to support teams.
• Drive customer satisfaction (CSAT) and continuous improvement initiatives.

Technical Skills

• Strong expertise in Qualtrics XM Platform
• Experience in Qualtrics implementation (CX and/or EX)
• Knowledge of Qualtrics surveys, dashboards, workflows, and reporting
• Understanding of Customer Experience (CX) and Employee Experience (EX) programs
• Project planning and delivery methodologies
• Budget and cost management
• Risk and dependency management
• Stakeholder management
• Change management
• Resource planning
• Project governance

Functional Skills

• Solution consulting
• Client-facing consulting experience
• Requirement gathering and discovery workshops
• Business problem-solving
• Program management
• Cross-functional team leadership