Job details
•Geographies to be supportedEMEA, APAC & AMR
•Work timings: 9 AM - 6 PM PHT (Please note - work timings may differ based on the project/geo requirements)
Roles & responsibilities
- Survey Design & Deployment: Configure and deploy surveys across digital channels (email, SMS, WhatsApp, web intercepts, in-app). Ensure seamless integration with client systems and data flows for real-time feedback capture.
- Reporting & Dashboard Development: Build interactive dashboards and reports in Medallia for stakeholders at various levels. Automate reporting processes and ensure data accuracy for executive presentations.
- Text Analytics & Insights: Utilize text analytics capabilities within Medallia/Qualtrics to extract actionable insights from open-ended feedback. Apply sentiment analysis and thematic categorization to support strategic decision-making.
- Advanced Platform Capabilities: Leverage Medallia features such as journey orchestration, alert workflows, and role-based views. Exposure to Medallia DXA (Digital Experience Analytics) is a plus.
- Consulting & Stakeholder Management: Partner with clients to understand business objectives and translate them into CX measurement frameworks. Provide recommendations on survey design, KPI alignment, and experience improvement strategies.
Mandatory technical skills
- Hands-on experience in Medallia platform configuration and administration.
- Strong knowledge of survey logic, distribution channels, and API integrations.
- Proficiency in dashboard creation, data visualization, and reporting within CX platforms.
- Experience in text analytics, sentiment analysis, and categorization techniques.
- Familiarity with Medallia DXA or similar digital experience analytics tools is desirable.
Key behavioural attributes/requirements
- Ability to elicit business requirements and translate them into actionable solutions.
- Strong problem-solving and analytical skills with a consulting mindset.
- Excellent communication and presentation skills to engage with senior stakeholders effectively.
- Attention to detail and documentation skills for accurate process mapping and reporting.
- Stakeholder management and interpersonal skills for cross-functional coordination.
Educational qualifications
- B.E./B.Tech/MBA from a reputed institution.
- 2 - 7 years of total experience in CX consulting and delivery roles.
- Certifications in Medallia preferred.
- Prior experience in a consulting environment or Big 4 setup is desirable.
