[Hiring] Senior CX Advisor @Medallia

Role Description

Medallia Experience Advisors partner with our clients and internal Medallia teams as strategic advisors on the most complex challenges in Customer Experience. We are seeking a Senior Manager to advise clients on CX strategy, program governance, and the modernization of their experience programs, with deep expertise in the Financial Services industry.

• Advise client executives on CX strategy, organizational design, governance, and execution roadmaps that connect experience programs to business outcomes.
• Lead strategic engagements including CX Maturity Assessments, Program Assessments, Governance design, and Change Management for clients in Financial Services and adjacent industries.
• Guide clients through program modernization: expanding from survey-based listening to omnichannel signal capture, redesigning reporting to drive action, and building closed-loop feedback blueprints.
• Provide expert guidance on program design (signal capture, reporting, text analytics), setting the strategic direction and quality bar while partnering with delivery teams on execution.
• Interface with key client stakeholders and executives and effectively influence them to shape their CX program and secure executive sponsorship.
• Support clients in a variety of formats including:
  • Ad hoc advisory on specific CX topics or support for key meetings such as Quarterly Business Reviews.
  • Execution of custom projects, workshops, and training.
  • Dedicated engagements providing significant ongoing support to a client.
• Partner with Account Executives and Solutions Engineers on selected sales and renewal cycles, bringing practitioner credibility and CX expertise to strategic opportunities.
• Deliver consultative recommendations to clients by drawing from their Medallia program data, prior experience leading CX programs, and industry acumen.
• Contribute to the development of standardized advisory offerings and methodologies for use across the team.
• Provide mentorship, guidance, and training to internal teams to develop CX expertise within Medallia.
• Support Medallia thought leadership by contributing to articles, webinars, roundtables, conferences, etc.

Qualifications

• CCXP certification or the ability to become certified within 3-6 months of joining Medallia.
• 5+ years of CX experience with increasing responsibility in a delivery or practitioner role building and leading transformational CX programs.
• Expertise across several CX functions in areas such as:
  • Program Design (Survey, Reporting, Text Analytics, Closed Loop).
  • Adoption and Engagement.
  • Communication Strategy.
  • Training.
  • Actionable Insights.
  • Governance.
  • Driving action.
  • Value Realization.
  • Customer Journey Mapping.
  • Executive Reporting.
  • Change Management.
• Strong expertise in the Financial Services industry (banking, insurance, etc).

Requirements

• Experience advising at the executive level, shaping CX strategy and securing sponsorship with senior stakeholders.
• Familiarity with omnichannel listening approaches (contact center, digital, operational data) and the application of AI to experience data.
• Ability to independently lead and facilitate client engagements based on your CX and vertical expertise.
• Experience facilitating and delivering workshops, presentations, etc. across a wide range of stakeholders.
• Comfort engaging in sales and renewal conversations alongside commercial teams.
• 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.

Benefits

• Competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short term and long term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays.