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 (such as AI/ML, iQ Predict, Text/iQ, Athena) and pilot adoption.
• Define operational excellence metrics: platform reliability, survey latency, data freshness, tic...