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 (., 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...