Senior Analyst (Digital Solutions) Decibel

Location : London, United Kingdom | Team: Corporate Development

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.

Every day, millions of dollars are lost due to poor experiences on websites and apps and businesses are in the
dark about what’s causing them. Medallia’s Digital Suite supports the biggest brands in the world diagnose and
improve on those experiences. Our Digital Suite includes multiple products, this product you will be
accountable for is our Decibel Session Replay product.
Decibel’s digital experience product is built specifically to identify these poor experiences and provide
enterprise businesses like Lego, Adidas, and Sony the insights they need to fix them.
Decibel’s platform is driven by the Digital Experience Score (DXS®), a unique new metric for measuring
experiences online. Powered by machine learning, DXS® measures every user session – crunching billions of
datapoints to quantify user behaviour in real time and alerting teams to the biggest opportunities for improving
experiences and revenue on their websites and apps.

Responsibilities:

  • Leads the project management of on-boarding Implementation projects across multiple clients, and updates and report progress in accordance to agreed timeframes. (Project management)
  • Performs technical implementation activities to include initial Pre-Flight checks, Implementation Guides and delivery of fit for purpose documentation (Onboarding activities)
  • Seeks opportunities to further integrate Decibel into the customer ecosystem
  • Acts as main technical point of contact for named customers, partnering with key contacts building in-depth, trusted relationships (Main point of contact)
  • Oversees all internal and customer technical escalations for named customers, ensuring satisfactory
  • resolutions are met within a timely manner according to published SLA (Ticket oversight)
  • Escalation point and owner of any service interrupting events for named customers
  • Partner with Customer Success and Product Experts in providing an ‘easy’ customer experience to
  • maximize adoption and usage of the platform without impediment (CS/PE relationship)
  • Raise and collect new solutions, feedback from external customers and ideas for new functions and
  • features to business units across Decibel (Feedback to Product)
  • Produce the monthly KPI, SLAs and historical analysis including evaluation of achievements and shortages, customer satisfaction, time to resolution (KPIS)

Previous experience:

  • Website Competency: Basic-level understanding of website functionality such as HTML, CSS, Javascript
  • Familiarity with software and front-end development including HTML, CSS & JavaScript
  • Used project management tools in an Agile environment, specifically Jira
  • Provided accurate and insightful monthly and quarterly reviews

Qualifications:

  • English, Maths or Science qualifications
  • Business related degree
  • Ability to travel
  • Additional European Language: Ideal but not necessary
At Medallia, we don’t just accept difference - we celebrate it 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 and consideration are afforded to all qualified applicants and employees. We won't unlawfully 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 category protected by law.

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