Customer Experience Management Consultant - Medallia

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce. 

Recruiting for this role ends on February 5, 2027

Work you’ll do

As a Senior Consultant in Deloitte’s Customer Experience Management practice, you will leverage your knowledge of best-in-class technology (Medallia, Qualtrics, Sprinklr) to collaborate with clients to strategize, configure, and implement world-class customer feedback, analytics, and engagement solutions. As a trusted advisor, you will be responsible for supporting the overall project goals and objectives. It is expected that you will be able to craft quality deliverables, effectively manage the team and day-to-day relationships, and provide both technical and functional guidance to team members as needed.

Essential job responsibilities include:

Platform Implementation & Technical Configuration

• Configure and implement customer experience platforms (Medallia, Qualtrics, Sprinklr) to address unique business needs.
• Lead in technical design and build, including integrations, enhancements, and ongoing platform support, such as API-based integrations (Salesforce, ServiceNow, Adobe, Snowflake), SSO/OIDC setup, and data ingestion/export processes.
• Troubleshoot and optimize system performance, working closely with client and internal technical teams.

Functional Consulting & VOC Strategy

• Manage relationships with business stakeholders and work to translate their objectives into VOC (Voice of Customer) solutions, journey maps, and actionable roadmaps.
• Lead client assessments and development of technical/functional roadmaps to enable structured VOC strategies.
• Develop and deliver workshops on strategy, analytics, and customer journey visioning.

Project Management & Delivery

• Manage assigned projects and teams, reporting on progress, timelines, and deliverables through structured executive status reports.
• Manage and collaborate with cross-functional teams (analytics, developers) to drive project execution and ensure high-impact outcomes.
• Apply Agile project management principles—helping organize governance, facilitate agile ceremonies, and enable collaborative decision-making.

Analytics & Insights

• Design and develop dashboards, real-time reporting, and analytics suites, including text/speech analytics and sentiment drivers.
• Help clients interpret platform data, convert insights into actions, and measure progress (KPI frameworks, NPS improvement, etc.).
• Ensure solutions allow stakeholders to make data-driven decisions.

A successful candidate would possess these skills:

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationships
• Ability to lead projects or workstreams
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to provide clear guidance to others

The team

Deloitte's Advertising, Marketing & Commerce team creates content and experiences that inspire action. We design and implement technology platforms for personalized marketing across all digital touchpoints, specializing in customer-centric B2B and B2C solutions. Our in-house agency engages customers throughout their journey, working on projects like AdTech, MarTech, campaign automation, CRM, and lead-to-loyalty orchestration. Join us to drive impactful customer interactions and business growth. 

Qualifications

Required:

• Bachelor’s degree in business, technology, or related discipline.
• Certifications in Medallia
• Experience (2+ years) in hands-on configuration of CX platforms (ex: Medallia, Qualtrics, Sprinklr).
• 1+ years of basic project management experience (Agile frameworks preferred).
• Understanding of API integrations, SSO/OAuth setup, and data transformation (ETL) concepts.
• Ability to travel up to 50% on average based on the work you do and the clients and industries/sectors you serve
• Limited immigration sponsorship may be available.

Preferred:

• Strong problem-solving and analytical skills; comfortable working with sophisticated data sets and deriving actionable insights.
• Excellent communication and organizational skills for engaging both technical and executive stakeholders.
• Experience in client-facing consulting or advisory roles.
• Exposure to VOC strategy, customer journey mapping, or analytics program delivery.
• Familiarity with cloud data solutions or dashboarding platforms.
• Exposure to REST APIs, JSON/XML data handling, and webhooks/event-driven integrations.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $86,700 to $170,900. 

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.