Senior CX Advisor
$125,600–$171,000 year
HybridMcLean, Virginia, United States
Job Summary
Advise client executives on CX strategy, organizational design, governance, and execution roadmaps that connect experience programs to business outcomes. Lead strategic engagements including CX Maturity Assessments, Program Assessments, Governance design, and Change Management for clients in Financial Services and adjacent industries. Guide clients through program modernization, expanding from survey-based listening to omnichannel signal capture and building closed-loop feedback blueprints. Interface with key client stakeholders and executives to shape their CX program and secure executive sponsorship. Partner with Account Executives and Solutions Engineers on selected sales and renewal cycles. Candidates based in the Tysons vicinity will be prioritized as this role is Hybrid, 3 days per week onsite.
Required Qualifications
- CCXP certification or the ability to become certified within 3-6 months of joining Medallia
- 5+ 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, Closed Loop), Adoption and Engagement, Communication Strategy, Training, Actionable Insights, Governance, Driving action, Value Realization, Customer Journey Mapping, Executive Reporting, Change Management, etc.
- Strong expertise in the Financial Services industry (banking, insurance, etc)
Desired Qualifications
- Experience advising at the executive level, shaping CX strategy and securing sponsorship with senior stakeholders
- Familiarity with omnichannel listening approaches (contact center, digital, operational data) and the application of AI to experience data
- Ability to independently lead and facilitate client engagements based on your CX and vertical expertise
- Experience facilitating and delivering workshops, presentations, etc. across a wide range of stakeholders
- Comfort engaging in sales and renewal conversations alongside commercial teams
- Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations
- 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
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