Medallia Customer Experience Strategist / Product Owner

Overview

As a Steampunk Customer Experience Strategist / Product Owner, you will partner with stakeholders to transform customer feedback into actionable insights that drive organizational improvement. You will own the strategy, measurement framework, and reporting approach for customer experience initiatives, ensuring feedback programs generate meaningful data that supports executive decision-making. You will work closely with business leaders, program teams, and platform administrators to define success measures, develop feedback mechanisms, identify trends, and communicate insights that improve customer outcomes.

Responsibilities

• Partner with stakeholders to define customer experience objectives, success measures, and feedback strategies.
• Design and refine surveys, feedback mechanisms, and measurement approaches to ensure meaningful and actionable data collection.
• Translate business goals and customer experience priorities into reporting requirements and performance metrics.
• Analyze customer feedback, sentiment, and behavioral trends to identify opportunities, risks, and areas requiring intervention.
• Develop executive-ready briefings, presentations, and reports that clearly communicate customer experience outcomes and recommendations.
• Facilitate workshops and stakeholder sessions to gather requirements, prioritize enhancements, and align on business objectives.
• Establish governance processes for customer experience measurement and reporting.
• Collaborate with technical teams to ensure data collection and reporting capabilities support business needs.
• Develop and maintain roadmaps for customer experience improvements and measurement maturity.
• Serve as a trusted advisor to leadership on customer sentiment, engagement trends, and experience optimization opportunities.

Qualifications

• Bachelor's degree and 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.

Preferred

• 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.