Job Description

Responsibilities

•Establish and own the XM reference architecture spanning Medallia and Qualtrics: data model, identity resolution, consent, security, and integration patterns.

•Lead complex solution design and technical reviews for high-risk/strategic initiatives; serve as final escalation point for platform issues and performance tuning.

•Define survey and analytics standards: sampling strategies, suppression/fatigue rules, text analytics taxonomy, driver modeling, dashboard conventions, and KPI definitions.

•Oversee integration strategy: CRM, care platforms, marketing tech, data platforms; ensure robust APIs, webhook orchestration, event tracking, and data quality SLAs.

•Lead R&D and vendor roadmapping with Medallia and Qualtrics; evaluate new features (e.g., AI/ML, iQ Predict, Text/iQ, Athena) and pilot adoption.

•Define operational excellence metrics: platform reliability, survey latency, data freshness, ticketing SLAs, and governance compliance.

Required qualifications

•5+ years in enterprise CX/EX technology, with 2+ years deep, hands-on expertise in Medallia and Qualtrics across multiple large-scale deployments.

•Demonstrated leadership of a platform CoE or expert team; proven ability to set standards and drive adoption across product, engineering, and insights functions.

•Advanced knowledge of:

•Medallia: Admin Studio, Digital (web/app), Conversations, Text Analytics (Athena), ticketing/closed-loop.

•Qualtrics: CoreXM, XM Directory, CX/EX, iQ (Text/Driver/Stats), Workflows, Directories, SSO.

•Strong architectural skills: API design, webhook/event architectures, ETL/ELT pipelines, real-time/batch orchestration, schema design, monitoring/observability.

•Survey science and analytics depth: sampling, quotas, experimental design, key driver analysis, text classification/taxonomy, escalation policies, journey measurement.

•Excellent people leadership, coaching, and curriculum development skills; history of upskilling admins/analysts/engineers

Preferred qualifications

•Medallia Architect and Qualtrics Expert certifications

•Integration experience with Salesforce, ServiceNow, SAP, Workday EX, Marketing Cloud/Marketo, Braze; data stacks such as Snowflake/BigQuery/Databricks; middleware (MuleSoft, Boomi)

•Familiarity with log/metrics tooling (Splunk, Datadog), CI/CD for configuration as code, and automation of platform deployments

•Experience implementing journey analytics, digital intercept optimization, A/B testing, and experimentation frameworks

Education

•Bachelor’s or Master’s in Computer Science, Data/Analytics, Engineering, Human-Computer Interaction, or related field

Ipsos is one of the world’s largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full-service research organization for four consecutive years. With over 75 different data-driven solutions, and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject-matter experts from around the world, combining thematic and technical experts to deliver top-quality research and insights. Simply speaking, we help the biggest companies solve some of their biggest problems, serving more than 5000 clients across the globe by providing research, data, and insights on their target markets. And we are proud of our continuous efforts in making Ipsos the best place to work!