Job details Geographies to be supportedEMEA, APAC & AMR Work timings: 9 AM - 6 PM PHT (Please note - work timings may differ based on the project/geo requirements) Roles & responsibilities Survey Design & Deployment: Configure and deploy surveys across digital channels (email, SMS, WhatsApp, web intercepts, in-app). Ensure seamless integration with client systems and data flows for real-time feedback capture. Reporting & Dashboard Development: Build interactive dashboards and reports in Medallia for stakeholders at various levels. Automate reporting processes and ensure data accuracy for executive presentations. Text Analytics & Insights: Utilize text analytics capabilities within Medallia/Qualtrics to extract actionable insights from open-ended feedback. Apply sentiment analysis and thematic categorization to support strategic decision-making. Advanced Platform Capabilities: Leverage Medallia features such as journey orchestration, alert workflows, and role-based views. Exposure to Medallia DXA (Digital Experience Analytics) is a plus. Consulting & Stakeholder Management: Partner with clients to understand business objectives and translate them into CX measurement frameworks. Provide recommendations on survey design, KPI alignment, and experience improvement strategies. Mandatory technical skills Hands-on experience in Medallia platform configuration and administration. Strong knowledge of survey logic, distribution channels, and API integrations. Proficiency in dashboard creation, data visualization, and reporting within CX platforms. Experience in text analytics, sentiment analysis, and categorization techniques. Familiarity with Medallia DXA or similar digital experience analytics tools is desirable. Key behavioural attributes/requirements Ability to elicit business requirements and translate them into actionable solutions. Strong problem-solving and analytical skills with a consulting mindset. Excellent communication and presentation skills to engage with senior stakeholders effectively. Attention to detail and documentation skills for accurate process mapping and reporting. Stakeholder management and interpersonal skills for cross-functional coordination. Educational qualifications B.E./B.Tech/MBA from a reputed institution. 2 - 7 years of total experience in CX consulting and delivery roles. Certifications in Medallia preferred. Prior experience in a consulting environment or Big 4 setup is desirable.
