Lead Customer Experience

Job Description We are a technology-led healthcare solutions provider. We are driven by our purpose to enable healthcare organizations to be future-ready. We offer accelerated, global growth opportunities for talent that's bold, industrious, and nimble. With Indegene, you gain a unique career experience that celebrates entrepreneurship and is guided by passion, innovation, collaboration, and empathy. To explore exciting opportunities at the convergence of healthcare and technology, check out www.careers.indegene.com Looking to jump-start your career We understand how important the first few years of your career are, which create the foundation of your entire professional journey. At Indegene, we promise you a differentiated career experience. You will not only work at the exciting intersection of healthcare and technology but also will be mentored by some of the most brilliant minds in the industry. We are offering a global fast-track career where you can grow along with Indegene's high-speed growth. We are purpose-driven. We enable healthcare organizations to be future ready and our customer obsession is our driving force. We ensure that our customers achieve what they truly want. We are bold in our actions, nimble in our decision-making, and industrious in the way we work. If this excites you, then apply below. Role: Lead Customer Experience (CX) Analyst Description: You will be responsible for: Client Engagement & Strategy Work with clients to understand business goals, survey needs, and customer experience strategies. Provide consultative guidance on research design, distribution strategy, and metrics (e.g., NPS, CSAT, CES). Qualtrics Platform Expertise Design and configure advanced Qualtrics surveys using logic, embedded data, and workflow automation. Build dashboards and XM Directory configurations. Implement integrations with downstream platforms like Salesforce, Snowflake, or CRMs using APIs and Web Services. Troubleshoot technical issues and ensure platform optimization and data integrity. Project & Delivery Leadership Manage project timelines, technical delivery, and client communications. Collaborate with QA, data, and engineering teams to ensure high-quality deployments. Support user acceptance testing (UAT), hypercare, and transition to support/BAU models. Document solution architecture and best practices for internal and client use. Must Have: - As a Lead Analyst for Qualtrics, you will interact with the Client stakeholders, understand the requirements and suggest strategic ideas, lead the design, implementation, and optimization of Experience Management (XM) programs for enterprise clients. You will work on translating business needs into robust Qualtrics-based solutions that drive actionable insights and measurable impact. Must have: (Requirements) 58 years of experience in CX (Qualtrics/Medallia Platforms), customer insights, or digital implementation roles. 3-6 years of extensive implementation experience with Qualtrics CoreXM, CX, or EX modules and reporting & insight generation. Proven experience in client-facing roles, in consulting or agency environments. Good knowledge of survey methodology, analytics, and business impact storytelling. Understanding of data integration concepts, APIs, and platforms like Salesforce, CDP, Hotjar, or Adobe. Good to Have: - Qualtrics Platform Certification (CoreXM or CX) is strongly preferred. Working knowledge of HTML, JavaScript, or data flow structures is a plus. Experience using Tableau, Power BI, or analytics (GA & Adobe) platforms a bonus. Equal Opportunity: - Indegene is proud to be an Equal Employment Employer and is committed to the culture of Inclusion and Diversity. We do not discriminate on the basis of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical ability, or any other characteristics. All employment decisions, from hiring to separation, will be based on business requirements, the candidate's merit and qualification. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristics.