Customer Experience Management Consultant, Medallia

Deloitte • Tampa, FL

1d • $86,700 - $170,900

About The Position

Deloitte is hiring a Customer Experience Management Consultant for its Customer Experience Management practice. The role supports organizations in building stronger customer relationships through customer experience strategy, advanced analytics, technology, and creative design. The consultant will work with clients to strategize, configure, and implement customer feedback, analytics, and engagement solutions using platforms such as Medallia, Qualtrics, and Sprinklr. As a trusted advisor, the consultant will support project goals, produce quality deliverables, manage teams and day-to-day client relationships, and provide technical and functional guidance. The position is part of Deloitte’s Advertising, Marketing & Commerce team, which creates customer-centric content and experiences and implements personalized marketing technology across digital touchpoints.

The role includes platform configuration and implementation, technical design and integrations, Voice of Customer strategy, stakeholder engagement, project delivery, and analytics and insights. The position may require travel up to 50% on average, depending on the work and clients served. Recruiting for this role ends February 5, 2027. The disclosed salary range is $86,700 to $170,900, and the employee may also be eligible for a discretionary annual incentive program.

Requirements

• Bachelor’s degree in business, technology, or a related discipline.
• Certifications in Medallia.
• At least 2 years of hands-on configuration experience with CX platforms such as Medallia, Qualtrics, or Sprinklr.
• At least 1 year of basic project management experience; Agile frameworks are preferred.
• Understanding of API integrations, SSO/OAuth setup, and data transformation (ETL) concepts.
• Ability to travel up to 50% on average, depending on work and the clients and industries or sectors served.
• Ability to work independently and collaboratively 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, dynamic environment.
• Strong interpersonal skills and a professional demeanor.
• Ability to meet deadlines and provide clear guidance to others.

Nice To Haves

• Strong problem-solving and analytical skills, including comfort working with sophisticated data sets and deriving actionable insights.
• Excellent communication and organizational skills for engaging 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 or event-driven integrations.

Responsibilities

• Configure and implement customer experience platforms, including Medallia, Qualtrics, and Sprinklr, to address business needs.
• Lead technical design and build, including integrations, enhancements, ongoing platform support, API-based integrations, SSO/OIDC setup, and data ingestion and export processes.
• Troubleshoot and optimize system performance with client and internal technical teams.
• Manage relationships with business stakeholders and translate objectives into Voice of Customer (VOC) solutions, journey maps, and actionable roadmaps.
• Lead client assessments and develop technical and functional roadmaps for structured VOC strategies.
• Develop and deliver workshops on strategy, analytics, and customer journey visioning.
• Manage assigned projects and teams, reporting on progress, timelines, and deliverables through executive status reports.
• Collaborate with cross-functional teams, including analytics and development teams, to execute projects and achieve high-impact outcomes.
• Apply Agile project management principles, organize governance, facilitate Agile ceremonies, and enable collaborative decision-making.
• Design and develop dashboards, real-time reporting, and analytics suites, including text and speech analytics and sentiment drivers.
• Help clients interpret platform data, turn insights into actions, and measure progress using KPI frameworks and measures such as NPS improvement.
• Ensure solutions enable stakeholders to make data-driven decisions.
• Provide technical and functional guidance to team members as needed.

Benefits

• Discretionary annual incentive program, subject to program rules and applicable factors.
• A broad range of employee benefits; individual benefits are not specified in the posting.
• Professional development opportunities, including on-the-job learning, formal development programs, leadership opportunities, and mentorship.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior