The impact you will have:

As a CX Platform (Qualtrics) Developer in the Customer Experience Office (CXO), you will act as a key contributor to our award-winning Voice of Customer program in which we listen to, contextualize and act on customer insights. Qualtrics engineering and development plays a critical role ensuring our programs are plugged into relevant platforms, using reliable data, run smoothly, consistently, and at scale. Under the direction of the Director of CX, you will own technical implementation & platform management to support the strategy & design led by our Senior CX Program Manager.

What you'll do:

Platform Architecture & Builds (Qualtrics, Salesforce, ServiceNow)

Maintain the Qualtrics platform across Softchoice and WWT, including survey projects, XM Directory, distribution logic, integrations, workflow automation, custom application builds, QA and technical troubleshooting.
Independently build multi-touch, multi-language surveys using best-practice question design, skip logic, display logic, piped text, embedded data, and scoring models.
Build, test, and deploy digital intercepts (web and mobile) including intercept logic, targeting rules, and QA across environments.
Ensure reliable, error‑free operation, including successful integrations with systems like ServiceNow and Salesforce
Act as a platform SME, performing tasks such as workflow troubleshooting, resolving data discrepancies, and solving technical issues within Qualtrics.
Own QA end-to-end for survey and intercept deployments: logic testing, embedded data validation, distribution testing, and post-launch monitoring.
Assist in diagnosing and resolving advanced technical and data quality issues to maintain program accuracy and stability.

Data Architecture, Database Management/Governance & ETL Operations

Manage VoC data operations, including data extraction, transformation, loading (ETL), survey creation, distribution, and adherence to API requirements.
Manage the CX experience database (Qualtrics, MS Fabric Lakehouse), ensuring accurate relational data structures, key identifiers, and 1:1 data parity between systems.
Oversee data governance, consent/opt-out handling and access-role management.

Integrations, Digital Intercepts & Technical Enablement

Develop and manage digital intercepts and API integrations between Qualtrics, digital platforms, and analytics tools such as Amplitude.
Innovate and develop new customer listening methods leveraging Qualtrics AI capabilities.

Program Development

Support the development and optimization of Voice of Customer touchpoints in partnership with the Senior CX Program Manager.
Work with Senior CX Program Manager to expand VoC capabilities, uncovering new opportunities for feedback collection within both organizations, and enhancing listening strategies.

Stakeholder Engagement

Act as Qualtrics SME on behalf of the CXO, advising stakeholders on solution designs to meet their needs, bridging the gap between a listening strategy & a working solution.

What you'll bring to the table:

5+ years in a Customer Experience, VoC, or CX technology role, with direct platform experience in a B2B environment.
Willingness to work EST hours (5pm IST to 2am IST)
Demonstrated hands-on Qualtrics expertise, including: survey design and build (logic, embedded data, scoring), XM Directory management, workflow automation, API/integration configuration, digital intercepts, and CX dashboard builds.
Qualtrics Platform Essentials certification (minimum); Qualtrics XM Professional certification strongly preferred.
Proven ability to independently troubleshoot and resolve complex Qualtrics platform issues in a production environment — no ramp-up time on core platform skills.
Direct experience integrating Qualtrics with CRM platforms (Salesforce preferred) and/or ITSM tools (ServiceNow preferred).
Strong working knowledge of ETL principles, relational data structures, and API-based data flows.
Experience building and interpreting VoC program metrics: NPS, CSAT, CES, text analytics, and response rate analysis.
Strong data analytical skills with ability to frame insights in terms of customer and commercial impact.
Background in data visualization: Power BI, Tableau, or Qualtrics CX Dashboard advanced build.
Candidates should be able to join in 60 days or less

Strongly preferred

Experience operating within a multi-brand or cross-organization VoC program.
Familiarity with Amplitude or equivalent product analytics platforms.
Experience with AI-driven sentiment analysis or automated VoC insights tooling.
CXPA certification (CCXP) or active pursuit of certification.

Qualtrics (CX platform) Developer