Automotive Industry CX Director

15 hours ago

London, Greater London, United Kingdom Medallia Full time
Job Title: Automotive CX Director

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 are more than a software company. Talent is Everywhere. Internally, the CXA provides thought leadership, training, and mentorship to advance the breadth and depth of CX expertise across the organization.

Key Responsibilities:

  • Provide expert guidance and hands-on support to clients during the implementation, launch, and ongoing management of their CX programs, leveraging CX and vertical/automotive expertise.
  • Develop CX programs that achieve desired business objectives across all channels, including contact center, digital, location-based, etc., utilizing Medallia and industry methodologies.
  • Execute a variety of engagements for clients, including Program Design (Survey, Reporting, Text Analytics), Program Assessments, CX Maturity Assessments, Change Management, Program Governance, Closed Loop Feedback Design, Internal Communications, Training, etc.
  • Support clients in various formats, including ad hoc support for specific CX topics or support for key meetings such as Quarterly Business Reviews, execution of custom projects, workshops, training, and dedicated engagements providing significant ongoing support to a client.
  • Develop vertical-specific content and best practices to drive successful program development across clients within specific verticals.
  • Provide mentorship, guidance, and training to internal teams to develop CX expertise within Medallia.

Qualifications:

  • CCXP certification or the ability to become certified within 3-6 months of joining Medallia.
  • 12+ years of CX experience with increasing responsibility in a delivery or practitioner role building and leading transformational CX programs.
  • Expertise across several CX functions, including Program Design (Survey, Reporting, Text Analytics), Adoption and Engagement, Communication Strategy, Training, Actionable Insights, Customer Journey Mapping, Executive Reporting, Change Management, Inner and Outer Loop Development, etc.
  • Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations.
  • Strong executive presence with the ability to easily build relationships and influence others.
  • 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.
  • Bilingual skillset preferred, additional European languages are beneficial.

At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at.For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.

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