Rajiv Bhagat

Team Management

• Manage a large team (18 FTEs) handling diverse surveys, including Customer Experience, Employee Experience, Research, and Assessment surveys.
• Oversee global survey projects such as New Joiner, Exit Surveys, Product Pulse, and In-The-Moment Surveys where the target participants are entire Accenture folks.
• Serve as the primary contact and escalation point for operational issues, providing technical expertise and guidance.
• Ensure compliance with data privacy regulations while advising stakeholders on survey methodologies.
• Developed automated competency assessments (180 & 360-degree feedback) for streamlined reporting which saved the 200+ hours of manual report generation.
• Led the adoption of Qualtrics as the standard survey platform, driving implementation, training, and support.
• Integrated website and app feedback surveys across internal platforms (ServiceNow, WordPress, Workday).
• Manage team performance, training, and resource planning, fostering an environment of continuous learning.
• Develop and automate survey reports, real-time dashboards, and strategic insights for key stakeholders.

Qualtrics Integration – Product Management Focus:

• Led the strategic alignment of Qualtrics as the standard enterprise survey platform to support digital experience measurement across internal and external touchpoints.
• Defined and managed the product roadmap for Qualtrics integration, including knowledge transfer (KT), platform configuration, support models, and stakeholder enablement.
• Spearheaded the implementation of embedded website and in-app feedback surveys across internal platforms such as ServiceNow and WordPress, enhancing real-time user experience insights.
• Played a key role in shaping the Digital Experience Measurement Strategy, providing technical leadership to ensure scalable, data-driven decision-making capabilities.
• Designed and launched external-facing surveys in compliance with WCAG accessibility standards, ensuring inclusivity and adherence to best practices.

People Development

• Managing the performance of team members and connecting monthly to check and review their performance.
• Finding and equipping the team’s training need.
• Planning of the resource's requirement as per work demand and develop backup and successor plan.
• Create an environment of continuous improvement and learning.
• Supporting team member for their initiatives.

• Managed end-to-end Custom Surveys, Performance Studies, and CSAT Surveys.
• Designed and executed surveys using Qualtrics, customizing via JavaScript, HTML, and CSS.
• Conducted data analysis (cross-tab, statistical analysis) using Excel and SPSS, visualizing insights in PowerPoint and Power BI.
• Automated repetitive processes using VBA macros, significantly reducing manual workload.
• Developed and implemented new engagement tools to enhance customer KPI tracking and sales discussions.
• Managed intern performance, providing mentorship and feedback for professional growth.
• Led SG&A benchmarking projects, stakeholder engagement, and capability maturity assessments.
• Maintained and enhanced reporting databases using SQL and Jasper Reports.

• Managed and analyzed Tender Option Bonds (TOB), ensuring data accuracy and consistency.
• Automated daily data-cleansing processes using SQL, improving reporting efficiency.
• Developed automation scripts for notifications and database updates, streamlining operations.