IT Implementation Lead

22 hours ago

London, Greater London, United Kingdom Test Yantra Full time

Role Overview
The IT Implementation Lead will be responsible for leading end-to-end delivery and implementation of
Customer Experience Management (CXM)
and
consumer survey solutions
across global markets. This role requires a blend of
technical expertise
,
project leadership
, and
business understanding
in customer experience and feedback ecosystems, with hands-on knowledge of platforms like
Qualtrics, Genesys, Five9, Salesforce, and Talkwalker
.

The IT Implementation Lead will collaborate closely with business stakeholders, solution architects, and vendor teams to ensure successful design, integration, and rollout of technology capabilities that enhance customer engagement and insights.

Key Responsibilities

  • Lead implementation and rollout of CXM and consumer survey platforms (e.g., Qualtrics, Salesforce Experience Cloud, Genesys, Five9, Talkwalker).
  • Translate business requirements into technical specifications and solution designs.
  • Manage project timelines, dependencies, risks, and communication with stakeholders.
  • Coordinate with platform vendors and internal IT teams for integrations with CRM, marketing automation, and analytics systems.
  • Ensure adherence to data privacy, governance, and security standards (GDPR, CCPA, etc.).
  • Oversee user acceptance testing (UAT), deployment, and post-implementation support.
  • Develop documentation for configuration, integration, and operational processes.
  • Provide subject matter expertise on customer feedback and experience technologies.
  • Monitor system performance and recommend enhancements to optimize CX capabilities.

Required Skills And Qualifications

  • Bachelor's or Master's degree in Computer Science, Information Systems, or related field.
  • 8–12 years of total experience in IT delivery, with at least 4–5 years in CXM, CRM, or consumer insights implementations.
  • Strong understanding of CXM ecosystems and consumer feedback processes.
  • Experience implementing and integrating Qualtrics (or equivalent survey tools) with CRM or marketing systems.
  • Working knowledge of Genesys and Five9 contact centre solutions.
  • Familiarity with Salesforce Service Cloud or Experience Cloud.
  • Exposure to Talkwalker or other social listening and analytics platforms.
  • Solid project management skills — Agile and/or Waterfall.
  • Excellent communication, stakeholder management, and vendor coordination skills.
  • Understanding of API-based integrations and data exchange between systems.

Good to Have

  • Experience with other CX or VoC (Voice of Customer) tools (e.g., Medallia, InMoment).
  • Knowledge of Power BI, Tableau, or other visualization tools for CX analytics.
  • Understanding of cloud architectures (Azure, AWS).
  • ITIL or PMP certification.

Soft Skills

  • Strong analytical and problem-solving ability.
  • Collaborative approach with cross-functional teams.
  • Ability to translate technical discussions into business terms.
  • Attention to detail with a focus on delivering business value.

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