CX Advisory, Senior Manager

4 weeks ago

San Francisco, United States Medallia, Inc. Full time

Overview

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents.

We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success.

We believe: Every Experience Matters. Talent is Everywhere. All Belong Here.

At Medallia, we hire the whole person.

The Role:

Medallia CX Advisors (CXA) partner with our clients and internal Medallia teams to enhance the development of best-in-class Customer Experience programs. We are seeking a CXA to provide consulting and advisory services across strategic and programmatic CX topics to drive the success of our clients' CX programs. Ideally, the CXA will have experience implementing and leading global CX programs in multiple verticals/channels within the financial services, insurance or B2B industries. Internally, the CXA provides thought leadership, training, and mentorship to advance the breadth and depth of CX expertise across the organization. Externally, the CXA shares its expertise via contributions to articles, webinars, participation in conferences, etc.

This is an individual contributor role.

Responsibilities

  • Provide our clients with guidance and hands-on support during the implementation, launch, and ongoing management of their CX programs leveraging your CX expertise.
  • Utilize Medallia and industry methodologies to develop CX programs that achieve desired business objectives across all channels including contact center, digital, location-based, etc.
  • Execute a variety of engagements for clients including Program Design (Survey, Reporting, Text Analytics), Program Assessments, CX Maturity Assessments, Change Management, Program Governance, Closed Loop Feedback Design, Internal Communications, Training, etc.
  • Support clients in a variety of formats including: ad hoc support for the client on specific CX topics or support for key meetings such as Quarterly Business Reviews, execution of custom projects, workshops, training, and dedicated engagements providing significant ongoing support to a client.
  • Interface with key client stakeholders/executives and effectively influence them to shape their CX program and executive sponsorship.
  • Deliver consultative recommendations to clients by drawing from information captured via their Medallia program, prior experience and knowledge of critical processes, and industry acumen.
  • Contribute to the development of standardized CXA offerings for use across the team.
  • Develop best practices to help drive successful program development across clients within specific verticals.
  • Enable internal teams to develop CX expertise within Medallia.
  • Support Medallia thought leadership by contributing to articles, webinars, roundtables, conferences, etc.

Qualifications

Minimum Qualifications

  • 6+ years of CX experience with increasing responsibility in a delivery or practitioner role building and leading transformational CX programs
  • CCXP certification or the ability to become certified within 3-6 months of joining Medallia
  • Expertise across several CX functions in areas such as Program Design (Survey, Reporting, Text Analytics), Adoption and Engagement, Communication Strategy, Training, Actionable Insights, Customer Journey Mapping, Executive Reporting, Change Management, Inner and Outer Loop Development, etc.

Preferred Qualifications

  • Ability to independently work and facilitate client engagements based on your CX and vertical expertise
  • Experience facilitating and delivering workshops, presentations, etc. across a wide range of stakeholders
  • Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations
  • Ability to work creatively and analytically to solve problems
  • Strong familiarity with CX Technology platforms like Medallia and others
  • Willingness to travel, to be determined by client needs and individual's geographic location and abilities
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