Overview Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, excels in understanding and managing experiences for various stakeholders including candidates, customers, employees, patients, citizens, and residents. We are more than a software company; we strive to be recognized as an organization that prioritizes integrity and values every individual's experience. Our culture encourages authenticity at work, believing that diverse life experiences enrich our interactions. The diversity of our global workforce is our greatest asset. We believe: Every Experience Matters. Talent is Everywhere. All Belong Here. At Medallia, we hire with the whole person in mind. The Role: We are seeking an accomplished Customer Experience Advisor (CXA) to collaborate with our clients and internal Medallia teams, enhancing the quality of customer experience programs. The ideal candidate will bring extensive experience in leading global CX initiatives across multiple verticals, with a focus on the healthcare sector. The CXA will provide strategic consulting and advisory services while mentoring and enriching the organization’s CX expertise both internally and externally. Offer expert guidance and hands-on support for clients during the implementation, launch, and management of their CX programs based on your extensive expertise in CX and healthcare. Utilize Medallia's methodologies and industry best practices to design CX programs that meet specific business objectives across various channels, including contact centers, digital platforms, and locations. Conduct a range of engagements such as Program Design, CX Maturity Assessments, Program Governance, and Change Management, ensuring comprehensive support tailored to each client's needs. Provide support in multiple formats, including one-time advisory support, executing custom projects, and delivering continuous engagement tailored to clients’ requirements. Engage and influence key stakeholders and executives to foster executive sponsorship for shaping robust CX programs. Deliver insightful recommendations to clients by analyzing data from their Medallia program and leveraging your industry experience. Contribute to the creation of standardized offerings for the CXA team and ensure knowledge sharing within the organization. Develop vertical-specific best practices and content to elevate program development across various clients. Mentor and train internal teams to build a strong foundation of CX expertise within Medallia. Support Medallia’s thought leadership by contributing to articles, webinars, and conferences. Qualifications Minimum Qualifications: 8+ years of extensive CX experience with a proven track record in building and leading successful transformational CX programs. CCXP or CPXP certification (or the ability to obtain certification within 3-6 months of joining Medallia). Deep knowledge of the healthcare industry focused on enhancing the patient experience through innovative CX strategies. Expertise in critical CX functions, including Program Design, Customer Journey Mapping, Change Management, and more. Preferred Qualifications: Ability to manage client engagements independently, reflecting your expertise in CX and healthcare. Experience in facilitating workshops and presentations for diverse stakeholder audiences. Strong analytical and creative problem-solving skills to navigate ambiguity and synthesize complex information. Exceptional executive presence to build relationships and influence outcomes. Familiarity with various CX technology platforms, including Medallia, and willingness to travel when necessary. Medallia promotes equal pay and transparency. The salary range for this position is $125,600-$171,000, with various factors influencing compensation decisions. Medallia also offers competitive health and wellness benefits which vary by location and role. We celebrate diversity and are proud to be an equal opportunity workplace, ensuring all qualified applicants receive consideration without regard to protected status. If you require accommodations to apply, please contact us. For information regarding our privacy practices, please review our Privacy Policies.