Senior CX Advisor

Medallia, Inc.; Pleasanton (CA); On-site; USD 125,600 - 171,000; Full time

Benefits offered by this job

Medical benefits

Dental insurance

Vision insurance

401(k)

Paid parental leave

Paid holidays

Job summary

Medallia is seeking a Senior Manager to advise clients on CX strategy, program governance, and modernization of experience programs with deep Financial Services expertise. The role includes thought leadership, mentorship, and external representation through articles and webinars.

Internally, you will guide design of omnichannel signal capture, reporting, and closed-loop feedback while collaborating with delivery teams and cross-functional partners. Occasional travel may be required.

Qualifications

• CCXP certification or ability to become certified within 3-6 months of joining Medallia.
• 5+ years of CX experience with increasing responsibility in a delivery or practitioner role building and leading transformational CX programs.
• Expertise across several CX functions: program design, adoption and engagement, governance, training, actionable insights, executive reporting, change management, etc.
• Strong expertise in the Financial Services industry (banking, insurance, etc).

Responsibilities

• Advise client executives on CX strategy, governance, and execution roadmaps that connect experience programs to business outcomes.
• Lead strategic engagements including CX Maturity Assessments, Program Assessments, Governance design, and Change Management for Financial Services clients.
• Guide clients through program modernization: expanding from survey-based listening to omnichannel signal capture and reporting that drives action.
• Provide expert guidance on program design (signal capture, reporting, text analytics), setting strategic direction and quality bar while partnering with delivery teams.
• Interface with key client stakeholders and executives and influence them to sponsor CX programs.
• Support clients in ad hoc advisory on topics or dedicated engagements including workshops and training.
• Partner with Account Executives on sales and renewal cycles, bringing CX expertise to opportunities.
• Deliver consultative recommendations from Medallia data and industry experience.
• Contribute to standardized advisory offerings across the team.
• Provide mentorship and training to internal teams to grow CX expertise at Medallia.

Skills

CX strategy

Program governance

Change management

Executive engagement

Omnichannel listening

Tools

Medallia platform

Job description

Overview

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.

About This Role

Medallia Experience Advisors partner with our clients and internal Medallia teams as strategic advisors on the most complex challenges in Customer Experience. Every advisor has personally built or led CX programs, and clients rely on that experience when the path forward requires expertise, not just execution. We are seeking a Senior Manager to advise clients on CX strategy, program governance, and the modernization of their experience programs, with deep expertise in the Financial Services industry. This includes guiding clients beyond survey-based listening toward omnichannel signal capture (contact center, digital, operational data) and AI-augmented insight. Internally, the advisor provides thought leadership, training, and mentorship to advance CX expertise across the organization. Externally, the advisor represents Medallia through articles, webinars, and conference participation.

Responsibilities

• Advise client executives on CX strategy, organizational design, governance, and execution roadmaps that connect experience programs to business outcomes


• Lead strategic engagements including CX Maturity Assessments, Program Assessments, Governance design, and Change Management for clients in Financial Services and adjacent industries


• Guide clients through program modernization: expanding from survey-based listening to omnichannel signal capture, redesigning reporting to drive action, and building closed-loop feedback blueprints


• Provide expert guidance on program design (signal capture, reporting, text analytics), setting the strategic direction and quality bar while partnering with delivery teams on execution


• Interface with key client stakeholders and executives and effectively influence them to shape their CX program and secure executive sponsorship


• Support clients in a variety of formats including 1) ad hoc advisory on specific CX topics or support for key meetings such as Quarterly Business Reviews 2) execution of custom projects, workshops, and training 3) dedicated engagements providing significant ongoing support to a client


• Partner with Account Executives and Solutions Engineers on selected sales and renewal cycles, bringing practitioner credibility and CX expertise to strategic opportunities


• Deliver consultative recommendations to clients by drawing from their Medallia program data, prior experience leading CX programs, and industry acumen


• Contribute to the development of standardized advisory offerings and methodologies for use across the team


• 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

Minimum Qualifications

• CCXP certification or the ability to become certified within 3-6 months of joining Medallia


• 5+ years of CX experience with increasing responsibility in a delivery or practitioner role building and leading transformational CX programs


• Expertise across several CX functions in areas such as Program Design (Survey, Reporting, Text Analytics, Closed Loop), Adoption and Engagement, Communication Strategy, Training, Actionable Insights, Governance, Driving action, Value Realization, Customer Journey Mapping, Executive Reporting, Change Management, etc.


• Strong expertise in the Financial Services industry (banking, insurance, etc)

Preferred Qualifications

• Experience advising at the executive level, shaping CX strategy and securing sponsorship with senior stakeholders


• Familiarity with omnichannel listening approaches (contact center, digital, operational data) and the application of AI to experience data


• Ability to independently lead and facilitate client engagements based on your CX and vertical expertise


• Experience facilitating and delivering workshops, presentations, etc. across a wide range of stakeholders


• Comfort engaging in sales and renewal conversations alongside commercial teams


• Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations


• Ability to work creatively and analytically to solve problems


• Strong 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

Medallia is committed to equal pay and transparency. The annual base salary range for this position is $125,600-$171,000. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.

Medallia also offers competitive health and wellness benefits, including but not limited to

• medical


• dental


• vision


• 401(k)


• short term disability


• long term disability


• life and AD&D insurance


• statutory leaves


• paid parental leave


• paid holidays

Benefits and eligibility may vary by location and role.

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. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law.

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