Engagement Manager

Walker Overview:

Walker is a full-service Experience Management (XM) firm—tech-driven, people-powered and built for change. We’re all-around XM experts: a blend of technical and organizational specialists who help businesses thrive.

We help leading brands turn data into direction, align teams around what matters most and make change make sense. From customer loyalty to employee engagement to patient satisfaction, we’re experts at helping organizations act on experience.

Headquartered in Indianapolis, we offer on-site, hybrid and remote opportunities across the continental U.S., in any state where we operate. Walker is intentional about building an inclusive workplace where everyone feels valued and free to be their authentic selves. Because great experiences start from the inside out.

Position Summary:

As an Engagement Manager – Healthcare, you will support the delivery of experience management programs for healthcare organizations, including health systems, payors, and healthcare vendors. You’ll partner closely with clients and internal teams to implement and manage patient, member, and employee experience initiatives—often within regulated healthcare environments.

Responsibilities:

• Become an expert on the Qualtrics XM Platform and related solutions
• Partner with clients to gather requirements and translate healthcare business needs into clear project plans.
• Play a pivotal role in nurturing and expanding our client relationships, ensuring their satisfaction and success.
• Identify opportunities for account expansion and upselling of services, demonstrating the value we can provide.
• Participate in total account management activities including but not limited to completing intake forms, change orders, SOW updates, etc.
• Work on complex technical implementations in a team environment
• Build strong working relationships with healthcare stakeholders through consistent communication and reliable project execution.
• Manage project scope and ensure successful and timely deployment of technology according to deliverables and budget
• Coordinate day-to-day project team activities and communication, both internally and client facing
• Lead end-to-end testing and client user acceptance testing
• Work with product and engineering teams to troubleshoot implementations
• Continually adapt and develop in-depth product knowledge and learn new technologies
• Assist with configuration of surveys, dashboards, and workflows
• Other duties as assigned.
  
  

Education and Experience:

• Bachelor’s degree in Business, Mathematics, Informatics, Psychology, Sociology, or related field or relevant experience
• Previous experience working with Qualtrics, or a similar customer/employee management platform, preferred
• Previous experience working with JIRA, SAP, or similar project management software
• Previous experience defining programs, writing detailed functional specifications, and delivering projects that meet rapidly evolving business needs, ideally within or alongside healthcare organizations
  
  

Knowledge/Skills/Abilities:

• Exceptional communication and presentation skills to establish credibility with technical and non-technical stakeholders, including executives
• Ability to manage multiple clients and prioritize daily tasks
• Detail-oriented and self-motivated
• Demonstrated assertiveness and problem-solving abilities
• Strong teamwork, negotiation, and collaboration skills
• Previous experience with work operating systems and enterprise resource planning platforms helpful (Monday.com and SAP ByDesign preferred)
• This role requires the ability to travel to client sites, with expected travel approximately once per month.
  
  

Walker is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.