Procurement Medallia CX Assistant Manager | Hybrid - Makati/BGC

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/Qualtrics for stakeholders at various levels. Automate reporting processes and ensure data accuracy for executive presentations.
• Advanced Analytics & Strategic Insights: Drive advanced use cases such as predictive analytics, journey orchestration, and AI- driven text analytics. Translate insights into strategic recommendations for CX improvement and present to senior client leadership.
• 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.
• Team Leadership & Delivery Oversight: Lead and mentor a team of consultants and analysts, ensuring timely and quality delivery of CX programs. Review and approve configurations, dashboards, and analytics outputs before client delivery.

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.
• Adaptability and collaboration in using modern productivity tools (e.g., Miro, Jira, Confluence).
• Understanding of governance principles and ability to ensure compliance (data privacy, consent management).
• Stakeholder management and interpersonal skills for cross- functional coordination.

Qualifications

Educational qualifications

• B.E./B.Tech/MBA
• 8-10 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.

Additional Details

• Work arrangement: Hybrid - Makati or BGC office