Summary: This role involves leading the establishment of XM reference architecture, driving complex solution designs, defining survey and analytics standards, and overseeing integration strategies for enterprise CX/EX technology platforms. Highlights: 1. Lead XM reference architecture and complex solution design 2. Define survey and analytics standards and integration strategy 3. Leverage deep expertise in Medallia and Qualtrics platforms 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