Medallia Customer Experience Strategist

Steampunk; McLean (VA); On-site; USD 140,000 - 200,000; Full time

Job summary

Steampunk, Inc. is seeking a Customer Experience Strategist / Product Owner to partner with stakeholders and transform feedback into actionable insights that drive improvements.

You will own the CX strategy, measurement framework, and reporting approach to ensure data supports executive decisions. You will collaborate with business leaders, program teams, and platform admins to define success metrics, develop feedback mechanisms, identify trends, and communicate insights that enhance customer

Qualifications

• Bachelor's degree and 7+ years of relevant experience.
• Experience leading customer experience, product management, business analysis, service design, or related initiatives.
• Experience defining KPIs, performance metrics, and measurement frameworks.
• Strong ability to synthesize qualitative and quantitative data into actionable recommendations.
• Experience developing executive-level presentations, reports, and briefings.
• Demonstrated ability to facilitate stakeholder discussions and translate business needs into actionable requirements.
• Strong written and verbal communication skills.
• Eligible to obtain and maintain a government security clearance.

Responsibilities

• Define customer experience objectives, success measures, and feedback strategies.
• Design and refine surveys, feedback mechanisms, and measurement approaches to ensure meaningful and actionable data collection.
• Translate business goals and customer experience priorities into reporting requirements and performance metrics.
• Analyze customer feedback, sentiment, and behavioral trends to identify opportunities, risks, and areas requiring intervention.
• Develop executive-ready briefings, presentations, and reports that clearly communicate customer experience outcomes and recommendations.
• Facilitate workshops and stakeholder sessions to gather requirements, prioritize enhancements, and align on business objectives.
• Establish governance processes for customer experience measurement and reporting.
• Collaborate with technical teams to ensure data collection and reporting capabilities support business needs.
• Develop and maintain roadmaps for customer experience improvements and measurement maturity.
• Serve as a trusted advisor to leadership on customer sentiment, engagement trends, and experience optimization opportunities.

Skills

Stakeholder facilitation

Data storytelling

Executive-level communication

Requirements gathering

Leadership

Education

Bachelor's degree, 7+ years experience

Tools

Medallia

Qualtrics

Salesforce Surveys

Job description

Overview

As a Steampunk Customer Experience Strategist / Product Owner, you will partner with stakeholders to transform customer feedback into actionable insights that drive organizational improvement. You will own the strategy, measurement framework, and reporting approach for customer experience initiatives, ensuring feedback programs generate meaningful data that supports executive decision-making. You will work closely with business leaders, program teams, and platform administrators to define success measures, develop feedback mechanisms, identify trends, and communicate insights that improve customer outcomes.

Contributions

• Partner with stakeholders to define customer experience objectives, success measures, and feedback strategies.
• Design and refine surveys, feedback mechanisms, and measurement approaches to ensure meaningful and actionable data collection.
• Translate business goals and customer experience priorities into reporting requirements and performance metrics.
• Analyze customer feedback, sentiment, and behavioral trends to identify opportunities, risks, and areas requiring intervention.
• Develop executive-ready briefings, presentations, and reports that clearly communicate customer experience outcomes and recommendations.
• Facilitate workshops and stakeholder sessions to gather requirements, prioritize enhancements, and align on business objectives.
• Establish governance processes for customer experience measurement and reporting.
• Collaborate with technical teams to ensure data collection and reporting capabilities support business needs.
• Develop and maintain roadmaps for customer experience improvements and measurement maturity.
• Serve as a trusted advisor to leadership on customer sentiment, engagement trends, and experience optimization opportunities.

Qualifications

• Bachelor's degree and 7+ years of relevant experience.
• Experience leading customer experience, product management, business analysis, service design, or related initiatives.
• Experience defining KPIs, performance metrics, and measurement frameworks.
• Strong ability to synthesize qualitative and quantitative data into actionable recommendations.
• Experience developing executive-level presentations, reports, and briefings.
• Demonstrated ability to facilitate stakeholder discussions and translate business needs into actionable requirements.
• Strong written and verbal communication skills.
• Eligible to obtain and maintain a government security clearance.

Preferred:

• Experience with customer experience platforms such as Medallia, Qualtrics, Salesforce Surveys, or similar tools.
• Experience supporting federal government programs.
• Knowledge of Voice of the Customer (VoC) methodologies and customer journey mapping.
• Experience with Agile delivery methodologies.
• Strong analytical and data storytelling skills.
• Ability to influence stakeholders across multiple levels of an organization.
• Experience developing dashboards, scorecards, and performance measurement programs.

About steampunk

Steampunk relies on several factors to determine salary, including but not limited to geographic location, contractual requirements, education, knowledge, skills, competencies, and experience. The projected compensation range for this position is $140,000 to $200,000. The estimate displayed represents a typical annual salary range for this position. Annual salary is just one aspect of Steampunk’s total compensation package for employees. Learn more about additional Steampunk benefits here.

Identity Statement

As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Steampunk is aChange Agentin the Federal contracting industry, bringing new thinking to clients in the Homeland, Federal Civilian, Health and DoD sectors. Through ourHuman-Centered delivery methodology, we are fundamentally changing the expectations our Federal clients have for true shared accountability in solving their toughest mission challenges.If you want to learn more about our story, visithttp://www.steampunk.com.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.Steampunk participates in the E-Verify program.