EX Advisor (Public Sector)

Medallia•Mclean, VA

About The Position

Medallia EX Advisors go beyond traditional employee experience, focusing on the relationship between employee and customer experiences to develop omnichannel experience programs across multiple industries. Advisors draw on personal experience building or leading EX and CX programs to guide clients on omnichannel strategy, program governance, and modernization. This includes helping clients move beyond survey-based listening toward omnichannel signal capture—such as employee signals, video, contact center, digital, HRIS, and operational data—and AI-augmented insight. The role provides thought leadership, training, and mentorship internally to advance EX and omnichannel expertise across Medallia. Externally, the advisor represents Medallia through articles, webinars, and conference participation. The position works with clients and their executives to design, implement, launch, and manage experience programs, and may involve travel as needed. It supports U.S. federal government agencies and requires candidates to be able to obtain and maintain any applicable federal investigation, suitability determination, Public Trust designation, or security clearance.

Requirements

At least 8 years of increasingly responsible EX experience in a delivery or practitioner role, building and leading employee experience or engagement, culture transformation, employee feedback programs, or organizational change management initiatives.
At least 3 years of increasingly responsible CX experience in a delivery or practitioner role, building and leading customer experience programs such as relationship, digital, IVR, POS, or other programs.
Ability to translate technical program updates into formal government-ready formats.
Ability to successfully obtain and maintain any federal background investigation, suitability determination, Public Trust designation, and/or security clearance required by the applicable client, agency, contract, or role.
Strong familiarity with technology platforms such as Medallia and others.
Willingness and ability to travel as needed to meet client requirements and operational objectives.

Nice To Haves

Expertise across multiple EX functions, such as program design, survey, reporting, text analytics, adoption and engagement, communications strategy, training, actionable insights, employee journey mapping, executive reporting, and change management.
Ability to explain the business case for transforming traditional EX into an omnichannel employee and customer experience program.
Ability to independently conduct and facilitate client engagements based on professional expertise.
Strong executive presence and ability to build relationships and influence others.
Proficiency with statistical tools such as R, SPSS, and Excel, and experience with driver analysis, linkage analysis, predictive modeling, and ad hoc data analysis.
Experience leading governance and strategic reviews, including QBRs/ABRs, program health assessments, and strategic roadmap alignment.
Experience collaborating with Delivery, Product, and Sales teams to inform product roadmaps and provide comprehensive client support.
Experience developing standardized advisory offerings and methodologies for use across teams with varying levels of expertise.
Deep platform and technical capabilities in configuring and leveraging text analytics, role-based reporting, data-integration mapping, and alert workflows.

Responsibilities

Partner with clients’ C-suite and key stakeholders to understand business objectives and experience-program priorities.
Build trusted-advisor relationships with client decision-makers by understanding industry trends and translating them into client initiatives.
Provide expert guidance and hands-on support during implementation, launch, and ongoing management of EX and CX programs.
Use Medallia and industry methodologies to develop programs addressing business and people objectives across employee journeys, including onboarding, training, offboarding, services, and digital EX.
Deliver client engagements such as omnichannel program design, insights and analytics projects, program and maturity assessments, change management, action-planning design, internal communications, and training.
Support the planning and facilitation of annual, quarterly, and strategic business reviews, including C-suite presentations.
Influence client stakeholders and executives to evolve experience programs toward omnichannel approaches.
Provide consultative recommendations based on Medallia program information, prior experience, knowledge of critical processes, and industry expertise.
Contribute to developing traditional and innovative EX offerings for Medallia.
Mentor, guide, and train internal teams to build EX and omnichannel expertise.
Contribute to Medallia thought leadership through articles, webinars, roundtables, and conferences.
Design and execute specialized programs, such as workplace services, DEI, closed-loop feedback, and digital programs, to optimize employee and customer experiences.
Lead governance and strategic reviews, including QBRs/ABRs, program health assessments, and strategic roadmap alignment.
Collaborate with Delivery, Product, and Sales teams to inform product roadmaps and provide comprehensive client support.
Contribute to standardized advisory offerings and methodologies for teams with varying levels of expertise.
Use platform and technical capabilities, including text analytics, role-based reporting design, data-integration mapping, and alert workflows, to inform client program design and strategic roadmaps.