Automotive Industry CX Expert

1 month ago

London, Greater London, United Kingdom Medallia Full time
Unlock Customer Experience Excellence

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in understanding and managing experience for candidates, customers, employees, patients, citizens, and residents.

Join Our CX Team

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 during the implementation, launch, and ongoing management of CX programs leveraging CX and vertical/automotive expertise.
  • Utilize Medallia and industry methodologies to develop CX programs that achieve desired business objectives across all channels, including contact center, digital, location-based, etc.
  • 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 a variety of formats, including ad hoc support for the client on 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 help drive successful program development across clients within specific verticals.
  • Provide mentorship, guidance, and training to internal teams to develop CX expertise within Medallia.
Requirements
  • 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 in areas such as 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.
  • Bilingual skillset preferred, additional European languages are beneficial.

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.

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