The posting
Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.
We partner with major global platforms such as Booking.com, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes Precision, our specialist in travel fintech; Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services; Wenrix, the AI Infrastructure for profitable growth in air; and Flygresor.se, Sweden’s leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.
Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.
Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.
The Role
As the Specialist - Experience Platform & Integrations, you will drive the administration, governance, and technical evolution of our core enterprise feedback systems (currently Qualtrics). Being part of the “System Owner” team you will have to blend robust technical aptitude with foundational project management skills, in order to safeguard the platform's integrity while architecting extensions into broader data ecosystems.
This role bridges the gap between operations (running the existing Qualtrics setup) and IT (extending the functionality by analyzing, developing and deploying new integrations) combining daily system administration and stakeholder enablement with advanced survey architecture and insightful reporting.
Primary Mandate: Serve as a core member of the system owners team, governing the full portfolio of customer satisfaction projects, core metrics, and our evolving suite of analytics tools.
Broader Impact: Embrace secondary opportunities to showcase your technical skills and forward-thinking mindset by contributing to broader technology projects within Customer Service beyond the core survey platform
Key responsibilities
- Survey management: Create, configure, and maintain surveys, forms, and questionnaires.
- User administration: Create/manage user accounts, roles, permissions, and access, across CX and EX platforms.
- Workflows: Set up automated workflows, notifications, and actions based on survey responses. Monitor and maintain workflows connected to HRIS and EX automation triggers connected to Employee lifecycle events.
- Data management: Monitor survey data, Imports, exports, integrations, and data quality.
- Troubleshooting: Resolve issues related to surveys, permissions, workflows, and platform functionality.
- Governance: Ensure proper usage, security, access controls, and data privacy.
- Support: Help HR, CX, EX, or other business teams use Qualtrics effectively.
- Demonstrate tech-stack flexibility and open-mindedness about the existing tech stack, with a clear readiness to transition away from Qualtrics to alternative platforms if business needs dictate a change.
- Act as a trusted advisor to operations, providing best-practice guidance and suggestions on survey design rather than acting as a passive order-taker.
- Own the integration roadmap for the platform, architecting and overseeing seamless data connections between the survey system, current enterprise applications, and future tech stack expansions.
- Drive end-to-end integration strategy, bridging the feedback platform with existing and future enterprise systems to create a unified data ecosystem.
- Be able to expand platform extensibility by designing and possibly introducing new databases or data lake entities, ensuring enterprise repositories are enriched with Customer Experience (CX) or Employee Experience (EX) data for future connections.
Technical & System Requirements
- Platform Expertise: 4+ years of hands-on administration, governance, and advanced survey architecture experience in Qualtrics (CoreXM, CX, EX). Certification (e.g., Qualtrics CX/EX Expert) is highly preferred.
- Integrations & APIs: Proven experience building and managing APIs, webhooks, ETL pipelines to connect feedback platforms with enterprise ecosystems (CRMs like Salesforce/Zendesk, HRIS like Workday/SuccessFactors, and BI tools).
- Data Engineering & Analytics: Proficiency in SQL and database design. Experience designing data lake entities, data models, or staging tables (AWS, Snowflake, BigQuery, or Azure) to merge CX/EX data with core operational databases.
- Scripting & Customization: Functional knowledge of JavaScript, HTML/CSS for advanced survey customization, embedded data manipulation, and dynamic display logic.
- Platform Flexibility: Hands-on familiarity or willingness to transition to alternative Experience Management (XM) platforms (e.g., Medallia, Sprinklr, QuestionPro) if strategic needs shift.
Functional & Governance Requirements
- Lifecycle & Workflow Automation: Track record of setting up automated HRIS-triggered employee lifecycle workflows (onboarding, exit, pulse) and closed-loop CX actioning workflows.
- Data Privacy & Governance: Strong understanding of global and local data protection regulations (GDPR, India's DPDP Act) to enforce role-based access control (RBAC), data masking, and secure data handling.
- Consultative Survey Design: Ability to advise cross-functional teams (HR, Customer Service, Product) on survey methodology, scale design, bias reduction, and metric selection (NPS, CSAT, CES, eNPS).
Professional Experience & Education
- Work Experience: Prior experience in System Ownership, Experience Management (CX/EX), Product Operations, or Enterprise Software Administration.
- Industry Context: Prior experience in high-volume, tech-first environments like Global Capability Centers (GCCs), IT/ITeS, e-commerce, travel tech, or SaaS organizations in India.
- Educational Qualification: Bachelor’s degree in Computer Science, Information Technology, Engineering, Data Analytics, or a related technical discipline.
Soft Skills & Project Management
- Stakeholder Management: Excellent communication skills to act as a trusted advisor rather than an order-taker, pushing back constructively on inefficient requests.
- Agile Project Management: Experience handling an integration roadmap, prioritizing backlog items, and managing cross-departmental delivery timelines.
- Problem-Solving & Adaptability: Strong troubleshooting mindset for diagnosing broken workflows, data mismatches, and integration failures.
Benefits
What’s in it for You?
- Employee Assistance Program (EAP): Confidential, free support for personal or work-related challenges—covering counseling, or financial guidance, and more—to help maintain well-being and performance.
- Term Life Insurance: Provides financial peace of mind for your loved ones with a fixed-coverage death benefit over a defined term. Affordable protection offered by your employer.
- Mediclaim (Health Insurance): Extensive coverage for medical expenses to ensure you and your family get the care you need when it matters.
- Meal Coupons: A tasty perk to fuel your workday—delicious meals or snacks on us!
- Learning & Development (L&D) Sessions: Continued growth through curated upskilling sessions—boosting your skills and career progression.
Diversity disclaimer
At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.
