Job Description

Role - Associate Director : Customer Exp Medallia

About us



We turn customer challenges into growth opportunities.



Material is a global strategy partner to the world's most recognizable brands and innovative companies. Our people around the globe thrive by helping organizations design and deliver rewarding customer experiences.



We use deep human insights, design innovation and data to create experiences powered by modern technology. Our approaches speed engagement and growth for the companies we work with and transform relationships between businesses and the people they serve.



Srijan, a Material company, is a renowned global digital engineering firm with a reputation for solving complex technology problems using their deep technology expertise and leveraging strategic partnerships with top-tier technology partners. Be a part of an Awesome Tribe




About the Associate Director - Medallia role



As Associate Director of CX Practice player and an innovative problem solver who thrives on working in the software consulting space. They tackle complex data-related challenges while working with teams in both the research and technical fields to enable clients to create best-in-class customer experience programs. This role requires the ability to drive complex projects, engage with senior stakeholders, and deliver actionable insights to improve business outcomes.



The Associate Director will work on a diverse set of programs and support the MCX as a whole.




As a Associate Director - Medallia, you will do


• Leading complex large-scale technology transformation programs that deliver data-driven insights.
• Managing Customer Experience Management including designing solutions, best practices, and customer satisfaction.
• Enabling digital platforms to deliver targeted improvements to customer journeys.
• Identify opportunities to optimize the delivery process, enhance efficiency, and streamline workflows. Implement lessons learned from previous projects to drive ongoing improvement.
• Work with client partner across geographies for building pipeline, estimations, deal conversion, and maximizing portfolio size
• Led programs to capture customer feedback, analyse performance and drive actions to elevate the customer experience.
• Measure and improve the NPS for Customers
• Advanced configuration guidance on MCX projects - this could include new programs that MCX is adopting, existing programs that are going through any level of re-design, or new implementations that require a complex set-up.
• Ensure compliance with QA protocols
• Helping to troubleshoot complex configuration issues
• Provide leadership support to offshore solution team to help with any technical oversight
• Providing advanced training and configuration support to the onshore and offshore Solutions team.
• Follow the timeline set out by project management and proactively provide updates daily.




About you


• Bachelor's degree in Business, Marketing, Data Science, or a related field; MBA or advanced degree preferred
• Atleast 9-12 years of total experience, Medallia Certified with real world experience
• Experience configuring API workflows
• Proven track record of leading successful Medallia implementations and driving consumer insights initiatives.
• Strong analytical skills with the ability to translate data into meaningful insights.
• Excellent communication and presentation skills, with experience engaging with senior stakeholders.
• Ability to scope/plan technical initiatives from start to finish
• Strong communication skills are a must to able to simplify complex technical concepts to a non-technical audience
• Critical thinking is necessary to identify gaps in logic and instruction
• Proficiency with G-Suite and Microsoft Office Products (with an emphasis in Excel)
• Experience with Qualtrics
• Proficiency in JavaScript, CSS




Why work for Material?



In addition to fulfilling, high-impact work, company culture and benefits are integral to determining if a job is a right fit for you. Here's a bit about who we are and highlights around what we offer.




Who We Are & What We Care About


• Material is a global company and we work with best-of-class brands worldwide. We also create and launch new brands and products, putting innovation and value creation at the center of our practice. Our clients are in the top of their class, across industry sectors from technology to retail, transportation, finance and healthcare.


• Material employees join a peer group of exceptionally talented colleagues across the company, the country, and even the world. We develop capabilities, craft and leading-edge market offerings across seven global practices including strategy and insights, design, data & analytics, technology and tracking. Our engagement management team makes it all hum for clients.


• We prize inclusion and interconnectedness. We amplify our impact through the people, perspectives, and expertise we engage in our work. Our commitment to deep human understanding combined with a science & systems approach uniquely equips us to bring a rich frame of reference to our work.


• A community focused on learning and making an impact. Material is an outcomes focused company. We c reate experiences that matter, create new value and make a difference in people's lives.




What We Offer


• Professional Development and Mentorship.


• Hybrid work mode with remote friendly workplace. (6 times in a row Great Place To Work Certified).


• Health and Family Insurance.


• 40+ Leaves per year along with maternity & paternity leaves.


• Wellness, meditation and Counselling sessions.