Senior CX Advisor

Medallia • Mclean, VA

5d • Hybrid

About The Position

Medallia Experience Advisors partner with our clients and internal Medallia teams as strategic advisors on the most complex challenges in Customer Experience. Every advisor has personally built or led CX programs, and clients rely on that experience when the path forward requires expertise, not just execution. We are seeking a Senior Manager to advise clients on CX strategy, program governance, and the modernization of their experience programs, with deep expertise in the Financial Services industry. This includes guiding clients beyond survey-based listening toward omnichannel signal capture (contact center, digital, operational data) and AI-augmented insight. Internally, the advisor provides thought leadership, training, and mentorship to advance CX expertise across the organization. Externally, the advisor represents Medallia through articles, webinars, and conference participation.

Requirements

• CCXP certification or the ability to become certified within 3-6 months of joining Medallia
• 5+ years of CX experience with increasing responsibility in a delivery or practitioner role building and leading transformational CX programs
• Expertise across several CX functions in areas such as Program Design (Survey, Reporting, Text Analytics, Closed Loop), Adoption and Engagement, Communication Strategy, Training, Actionable Insights, Governance, Driving action, Value Realization, Customer Journey Mapping, Executive Reporting, Change Management, etc.
• Strong expertise in the Financial Services industry (banking, insurance, etc)

Nice To Haves

• Experience advising at the executive level, shaping CX strategy and securing sponsorship with senior stakeholders
• Familiarity with omnichannel listening approaches (contact center, digital, operational data) and the application of AI to experience data
• Ability to independently lead and facilitate client engagements based on your CX and vertical expertise
• Experience facilitating and delivering workshops, presentations, etc. across a wide range of stakeholders
• Comfort engaging in sales and renewal conversations alongside commercial teams
• Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations
• Ability to work creatively and analytically to solve problems
• Strong familiarity with CX Technology platforms like Medallia and others
• Willingness to travel, to be determined by client needs and individual's geographic location and abilities

Responsibilities

• Advise client executives on CX strategy, organizational design, governance, and execution roadmaps that connect experience programs to business outcomes
• Lead strategic engagements including CX Maturity Assessments, Program Assessments, Governance design, and Change Management for clients in Financial Services and adjacent industries
• Guide clients through program modernization: expanding from survey-based listening to omnichannel signal capture, redesigning reporting to drive action, and building closed-loop feedback blueprints
• Provide expert guidance on program design (signal capture, reporting, text analytics), setting the strategic direction and quality bar while partnering with delivery teams on execution
• Interface with key client stakeholders and executives and effectively influence them to shape their CX program and secure executive sponsorship
• Support clients in a variety of formats including 1) ad hoc advisory on specific CX topics or support for key meetings such as Quarterly Business Reviews 2) execution of custom projects, workshops, and training 3) dedicated engagements providing significant ongoing support to a client
• Partner with Account Executives and Solutions Engineers on selected sales and renewal cycles, bringing practitioner credibility and CX expertise to strategic opportunities
• Deliver consultative recommendations to clients by drawing from their Medallia program data, prior experience leading CX programs, and industry acumen
• Contribute to the development of standardized advisory offerings and methodologies for use across the team
• Provide mentorship, guidance, and training to internal teams to develop CX expertise within Medallia
• Support Medallia thought leadership by contributing to articles, webinars, roundtables, conferences, etc.

Benefits

• medical
• dental
• vision
• 401(k)
• short term and long term disability
• life and AD&D insurance
• statutory leaves
• paid parental leave
• paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed