Professional Services, Principal CX Advisor, Retail
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. The CXA provides consulting and advisory services across a wide variety of strategic CX topics to drive the success of the Medallia program within the client’s organization and to propel the maturity of the client’s overall program. CXAs build trusted advisor relationships with senior-level executives and client team leads in order to have effective and impactful engagements. 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 their 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 vertical-specific expertise
-Utilize Medallia and industry methodologies to develop CX programs that achieve desired business objectives
-Execute a variety of engagements for clients including Program Assessments, CX Maturity Assessments, Change Management Guidance, Program Design, Developing Program Governance, Closed Loop Feedback Design, Customer Journey Mapping, Internal Communications, Training, Executive Reporting Development, etc.
-Apply specific examples from both past experience and knowledge of other programs to help clients build better customer experience behaviors, processes, and solutions
-Support clients in a variety of formats, depending on the clients needs, including 1) ad hoc support for the client on specific CX topics where they need additional expertise or providing support for key meetings such as Quarterly/Annual Business Reviews 2) execution of custom projects and workshops 3) dedicated engagements providing significant ongoing support to the client teams
-Develop trusted advisor relationships with key decision-makers across the client organization by demonstrating a solid understanding of industry-specific trends in the CX space and how they translate into customer initiatives
-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 Medallia
-Support 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
-5-10 years Retail CX experience
-Expertise across several CX functions in areas such as Program Design, Adoption and Engagement, Communication Strategy, Training, Actionable Insights, Customer Journey Mapping, Executive Reporting, Change Management, Inner and Outer Loop Development, etc.
-Ability to independently work and facilitate client engagements based on your CX and vertical expertise
-Ability to build and articulate the business case for CX transformation
-Experience managing medium to large-scale transformation initiatives
-Experience facilitating and delivering workshops, presentations, etc. across a wide range of stakeholders
-Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations
-Strong executive presence with the ability to easily build relationships and influence others
-Ability to work creatively and analytically to solve problems
-Familiarity with CX Technology platforms like Medallia and others
-Willingness to travel up to 30%, 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. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.