Senior CX Strategy Advisor (Financial Services)

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

Benefits offered by this job

Health insurance

Dental

Vision

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 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.

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, Adoption and Engagement, Communication Strategy, Training, Actionable Insights, Governance, Driving action, Value Realization, Customer Journey Mapping, Executive Reporting, Change Management
• Strong expertise in the Financial Services industry (banking, insurance, etc)

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.

Skills

CCXP certification

CX strategy

Client advisory

Financial Services

Job description

Medallia is seeking a Senior Manager to advise clients on CX strategy, program governance, and 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.