EX Advisor - Public Sector

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 believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.

We empower exceptional people to create extraordinary experiences together. 

Bring your whole self.

About This Role:

Medallia EX Advisors (EXA) go beyond the traditional employee experience, focusing on the interactions between employee and customer experiences to develop true omni-channel experience programs in multiple verticals. Every advisor has personally built or led EX and CX programs and clients rely on our experience for omni-channel strategy, program governance, and the modernization of their experience programs. This includes guiding clients beyond survey-based listening toward omnichannel signal capture (employee signals, video, contact center, digital, HRIS data, operational data, etc.) and AI-augmented insight. Internally, the EXA provides thought leadership, training, and mentorship to advance the breadth and depth of EX and omnichannel expertise across the organization. Externally, the advisor represents Medallia through articles, webinars, and conference participation.

Responsibilities

• Partner with clients C-Suite and key stakeholders to understand clients’ business objectives and experience program priorities.
• Develop trusted advisor relationships with key decision-makers across the client organization by demonstrating a solid understanding of industry-specific trends and how they translate into customer initiatives.
• Provide our clients with expert guidance and hands-on support during the implementation, launch, and ongoing management of their EX and CX programs leveraging your expertise.
• Utilize Medallia and industry methodologies to develop programs that achieve desired business and people objectives across all key employee journeys (e.g.,Onboarding, Training, Offboarding, Services, and Digital EX).
• Execute a variety of engagements for clients including Omni-channel Program Design (Survey, Reporting, Text Analytics), Insights/Analytics Projects, Program Assessments, Maturity Assessments, Change Management, Action Planning Design, Internal Communications, Training, etc.
• Support clients in planning and facilitating key meetings such as Annual/Quarterly Business Reviews, Strategic Business Reviews, and development and execution of C-Suite presentations.
• Interface with key client stakeholders/executives and effectively influence them to shape their experience programs to migrate toward omni-channel programs.
• 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 traditional and innovative EX offerings for Medallia.
• Provide mentorship, guidance, and training to internal teams to develop EX and omni-channel expertise within Medallia.
• Support Medallia thought leadership by contributing to articles, webinars, roundtables, conferences, etc.
• Design and execute specialized programs (Workplace Services, DEI, Closed Loop Feedback, Digital, etc) to optimize experiences of employees and customers.

Qualifications

Minimum Qualifications

• 8+ years of EX experience with increasing responsibility in a delivery or practitioner role building and leading employee experience/engagement, culture transformation, employee feedback programs or organizational change management initiatives.
• 3+ years of CX experience with increasing responsibility in a delivery or practitioner role building and leading customer experience programs including relationship, digital, IVR, POS, or other programs.
• Ability to translate technical program updates into formal government-ready formats.
• Federal Client Eligibility and Security Requirements: This position will work directly with U.S. federal government agencies and support federal government clients. Candidates must be able to successfully obtain and maintain any required federal background investigation, suitability determination, Public Trust designation, and/or security clearance, as required by the applicable client, agency, contract, or role. Continued employment and assignment eligibility may be contingent upon maintaining the required authorization, access, investigation eligibility, suitability determination, or clearance.
• Strong familiarity with Technology platforms like Medallia and others.
• Willingness and ability to travel as needed to meet client requirements and operational objectives.

Preferred Qualifications

• Expertise across several EX specific functions in areas such as Program Design (Survey, Reporting, Text Analytics), Adoption and Engagement, Communication Strategy, Training, Actionable Insights, Employee Journey Mapping, Executive Reporting, Change Management, etc.
• Ability to articulate the business case for transformation from traditional EX toward a true omni-channel employee and customer experience program.
• Ability to independently work and facilitate client engagements based on your expertise.
• Strong executive presence with the ability to easily build relationships and influence others.
• Proficiency with statistical tools such as R, SPSS and Excel. Conduct specific analytical capabilities including driver analysis, linkage analysis, predictive modeling, and ad hoc data analysis.
• Lead governance and strategic reviews, including Quarterly and Annual Business Reviews (QBRs/ABRs), program health assessments, and strategic roadmap alignment.
• Drive cross-functional collaboration by partnering closely with Delivery, Product, and Sales teams to inform product roadmaps and deliver comprehensive client support.
• Contribute to the development of standardized advisory offerings and methodologies for use across teams with minimal expertise.
• Demonstrate deep platform and technical capabilities in configuring and leveraging text analytics, role-based reporting design, data integration mapping, and alert workflows particularly when it comes to influencing the overall program design and strategic roadmap for clients.

Medallia is committed to equal pay and transparency.  The annual base salary range for this position is $106,000 - $145,000. 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 and long-term disability, life and AD&D insurance, statutory leaves, paid parental leave, and 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 an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age (40 and over), disability, genetic information, veteran status or military service, or any other status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at [email protected]. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.