Digital Experience Analytics Specialist with Medallia Expertise

4 weeks ago


New York, New York, United States Diverse Lynx Full time
Key Responsibilities:

As a Digital Experience Analytics Expert with Medallia tool, you will be responsible for configuring and administering the Medallia platform to collect, analyze, and report customer feedback. You will design and implement survey programs tailored to various customer touchpoints, ensuring the accuracy and integrity of data collected through the Medallia system.

Digital Experience Analytics:
Monitor and analyze digital customer interactions across web and mobile platforms, utilizing DXA tools to track user behavior, identify pain points, and recommend improvements. Develop and maintain dashboards and reports that highlight key metrics and insights.

Survey Design and Analysis:
Create and deploy surveys that capture the voice of the customer effectively, analyzing survey data to uncover trends, patterns, and actionable insights. Present findings to stakeholders and recommend strategies to improve customer satisfaction.

Collaboration and Stakeholder Management:
Work closely with cross-functional teams, including marketing, product development, and customer service, to align on customer experience goals. Provide training and support to internal teams on using Medallia and interpreting data, regularly communicating insights and updates to senior management.

Continuous Improvement:
Stay updated with the latest trends and best practices in customer experience management and digital analytics, identifying opportunities for process improvements and enhancements to the Medallia platform and other DXA tools.

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