CX Specialist – Medallia

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Job Description

As a CX Specialist, you will play a key role in the implementation, administration, and continuous improvement of Medallia solutions to enhance customer experience across the organization.

Working closely with business stakeholders and technical teams, you will support Customer Experience (CX) and Voice of Customer (VoC) initiatives by managing survey programs, optimizing customer feedback processes, and delivering actionable insights that improve customer satisfaction and business performance.

This position offers the opportunity to work on strategic customer experience projects within a leading insurance environment.

Key Responsibilities

Configure, administer, and enhance Medallia solutions to support Customer Experience initiatives.
Participate in Customer Experience (CX) and Voice of Customer (VoC) projects.
Design, manage, and optimize customer surveys and feedback programs.
Collaborate with business and technology teams to translate business requirements into effective Medallia solutions.
Support the continuous evolution of the customer feedback platform and related processes.
Analyze customer feedback and identify opportunities to improve customer journeys.
Develop reports, dashboards, and insights to support business decision-making.
Ensure the quality, reliability, and effectiveness of customer experience initiatives.
Participate in system enhancements and continuous improvement projects.

Required Skills & Experience

3+ years of hands-on experience working with Medallia.
Proven experience in:
- Customer Experience (CX) projects
- Voice of Customer (VoC) programs
- Survey management through Medallia
Experience configuring, administering, and evolving Medallia solutions.
Ability to collaborate effectively with both business and technical stakeholders.
Strong analytical and problem-solving skills.
Excellent communication and stakeholder management abilities.
English level: B1.

Nice to Have

Experience within the insurance or financial services sector.
Knowledge of integrating Medallia with enterprise systems.
Experience in data analysis, reporting, and dashboard creation.
Familiarity with customer journey optimization and experience management methodologies.
Experience working in agile and cross-functional environments.