EX Advisor; Public Sector

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.

• 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, round tables, conferences, etc.
• Design and execute specialized programs (Workplace Services, DEI, Closed Loop Feedback, Digital, etc) to optimize experiences of employees and customers.

• 8+ years of EX experience with increasing responsibility in a delivery or practitioner role building and…