Principal CX Advisor, Financial Services/Insurance (Remote)

Location : Remote, Texas | Team: Professional Services

Role Type: Full-Time Employee (Individual)

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.

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 & programmatic CX topics to drive the success of our financial services and insurance client CX programs across all channels (with a strong emphasis on Digital CX).  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.  
In this role, you will:
Provide our clients with expert guidance and proactive recommendations during the implementation, launch, and ongoing management of their CX programs leveraging your CX and Financial Services/Insurance expertise 
Utilize Medallia and industry methodologies to develop CX programs that achieve desired business objectives across all channels including digital, contact center,  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 1) ad hoc support for the client on specific CX topics or providing support for key meetings such as Quarterly Business Reviews 2) execution of custom projects and workshops 3) dedicated engagements providing significant ongoing support to the client teams
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 Regularly share your POV and knowledge on CX topics to support other CXAs and Medallia teams to address client needs/questions
Develop vertical-specific content and best practices to help drive successful program development across clients within specific verticals
Provide mentorship, guidance, and training to internal teams to develop CX expertise within MedalliaSupport Medallia thought leadership by contributing to articles, webinars, roundtables, conferences, etc.
QUALIFICATIONS & SKILLS
CCXP certification or the ability to become certified within 3-6 months of joining Medallia
8-10 years of CX experience with increasing responsibility in a delivery or practitioner role building and leading transformational CX programs, with a focus on digital channels
Expertise across several CX functions in areas such as Program Design (Survey, Reporting, Text Analytics), Adoption and Engagement, Change Management, Journey Mapping, Actionable Insights, etc.
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/recommendations
Strong executive presence with the ability to easily build relationships and influence others
Deep 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
At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. Equal opportunity is afforded to all qualified applicants and employees. We do not discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other protected category. We also consider all qualified applicants regardless of criminal histories, consistent with legal requirements. 

Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and local disability laws. 

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