Medallia Customer Experience Strategist / Product Owner
$140,000–$170,000 year
RemoteUnited States
Job Summary
Partner with stakeholders to define customer experience objectives, success measures, and feedback strategies. Design surveys and measurement approaches to ensure actionable data collection, then translate business goals into reporting requirements and performance metrics. Analyze feedback, sentiment, and behavioral trends to identify opportunities and risks, while developing executive-ready briefings and presentations. Facilitate workshops to gather requirements and align on objectives, establishing governance processes for measurement. Collaborate with technical teams to support data capabilities and develop roadmaps for improvement. Serve as a trusted advisor on sentiment and engagement trends. Requires 7+ years of experience, relevant degree, and eligibility for government security clearance.
Required Qualifications
- Bachelor's degree
- 7+ years of relevant experience
- Experience leading customer experience, product management, business analysis, service design, or related initiatives
- Experience defining KPIs, performance metrics, and measurement frameworks
- Strong ability to synthesize qualitative and quantitative data into actionable recommendations
- Experience developing executive-level presentations, reports, and briefings
- Demonstrated ability to facilitate stakeholder discussions and translate business needs into actionable requirements
- Strong written and verbal communication skills
- Eligible to obtain and maintain a government security clearance
Desired Qualifications
- Experience with customer experience platforms such as Medallia, Qualtrics, Salesforce Surveys, or similar tools
- Experience supporting federal government programs
- Knowledge of Voice of the Customer (VoC) methodologies and customer journey mapping
- Experience with Agile delivery methodologies
- Strong analytical and data storytelling skills
- Ability to influence stakeholders across multiple levels of an organization
- Experience developing dashboards, scorecards, and performance measurement programs
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.