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.
We are seeking a highly-skilled Experience Management professional who is part strategist, part consultant, and part practitioner to support Medallia's premier group of Strategic Clients. You will become a trusted advisor to both clients and internal teams, leveraging a proactive approach to foster cross-functional collaboration, as well as providing strategic guidance and thought leadership.
To succeed in this role, you should have a consistent track record of advising senior-level leaders and compelling them to act on your recommendations. You know the path they must take to transform their Customer or Employee Experience because you’ve led similar transformations before. You can naturally lead and influence a diverse group of executives, program managers, strategists, technologists, analysts, and other functions to accelerate time-to-value for clients while navigating their complex organizational structures, go-to-market strategies, and nuanced business and industry priorities.
As part of this role, you will facilitate CX maturity assessments, deliver strategic recommendations and collaborate with clients to construct success roadmaps that align to and drive the client's business and experience objectives. You will leverage change management principles in order to guide Medallia Strategic Clients as they foster organizational transformation through their Experience Management efforts.
Traditionally, this role requires 25-50% travel which may or may not is applicable in near future given ongoing travel restrictions both for Medallia employees and clients.
10+ years of professional experience in any of the following: management consulting, business development, strategic sales, continuous improvement, enterprise SaaS, experience management, and/or change management
Experience driving Customer and/or Employee Experience Management initiatives, either client-side or as a trusted adviser
Experience in crafting Customer and/or Employee Experience strategies, along with an understanding of both the technologies and change management tactics needed to operationalizeExperience leading enterprise-wide initiatives, providing an understanding of the challenges that accompany organizational transformation
Strong executive-level communication skills, with the ability to engage, influence, and encourage senior leaders
Outstanding problem solving and analytical skills including a talent for developing hypotheses and synthesizing recommendations
Ability to lead and coordinate cross-functional teams
A high degree of intellectual curiosity and ability to absorb new concepts quickly
Demonstrated thought leadership through publications, public speaking, webinars, etc.
High proficiency with PowerPoint or other presentation software
Six Sigma, CCXP, Change Management Certification a plus
Take on the role of ‘player/coach’, contributing to the Medallia Strategic Advisory practice by creating and testing various consulting models, providing mentorship and coaching to internal peers, managing advisory projects across product, delivery, and sales/account management teams.
Provide client-facing strategic guidance and tailored improvement recommendations, specific to:
Market trends, industry landscape, and strategic capabilities required for differentiation
CX and/or EX strategy imperatives, comparative benchmarks, and best practices
Governance and change management assessments, activities, and exercises focused on optimizing experience outcomes and impact
Create tailored content in support of working sessions, executive discussions, and other advisory deliverables
Construct and facilitate structured workshops accommodating either in-person and/or virtual working environments
Leverage creative methods to define and capture client-defined value in order to inform Strategic road mapping
Enable sales teams to identify software expansion opportunities by leveraging a variety of value-forward consulting engagements
Collaborate with internal and external stakeholders with an aim of delivering a world-class experience for Medallia Strategic Clients