Sr. Associate, Experience Management

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.  

About the Sr. Associate, Experience Management

We are seeking a passionate and results-driven Customer and Employee Experience Management - Configuration Associate to join our team, specializing in Medallia and/or Qualtrics for CX and EX programs.

As a Senior Associate of Experience Management, you will play a key role in developing and delivering innovative Customer (CX) and Employee (EX) Experience solutions across multiple industries. Leveraging industry-leading platforms like Medallia and Qualtrics, you will design, configure, and implement programs that drive satisfaction, increase loyalty, address key points, and inspire meaningful changes for our clients.

Responsibilities include:

• Co-lead Program Development: Collaborate closely with the Program Management Team to design and implement CX and EX programs that leverage Medallia or Qualtrics capabilities to meet client and internal needs.

• Analytics: Translate complex data sets into meaningful insights and recommendations that support CX and EX program objectives.

• Build and Maintain: Develop and maintain dashboards and reports within Medallia or Qualtrics, leveraging visualization tools to provide clear, accessible data insights.

• Technical Expertise: Serve as a key technical lead or support on customer and employee experience initiatives, ensuring program execution aligns with Medallia or Qualtrics configurations and best practices.

• Cross-functional Coordination: Facilitate seamless delivery of program objectives by working with both internal stakeholders and external partners to meet goals and uphold project scope.

• Resource and Project Management: Oversee technical resources dedicated to each project, optimizing resource allocation and ensuring smooth project progression.

• Comprehensive Documentation: Create and maintain technical documentation, including detailed work plans, design guidelines, specification documents, and training materials to support consistent program delivery and user understanding.

• Performance Monitoring and Optimization: Continuously evaluate program performance, identify areas for improvement and collaborating with teams and clients to implement impactful actions.

• Technical Communication Management: Act as the primary technical liaison, communicating effectively with end clients and internal stakeholders to align on project goals and troubleshoot any issues.

• Collaborative Program Design: Partner with internal teams and clients to create program survey and reporting that are innovative, data-driven, and strategically aligned with Medallia’s or Qualtrics’ CX/EX solutions.

• Relationship Building: Develop and sustain strong relationships with both internal teams and external clients, fostering trust and enhancing program success.

• Financial influence: Ensuring alignment with budgetary constraints and demonstrating program value to clients and stakeholders.

About you:

Education and/or Experience:

• Bachelor’s degree+

• At least 3-4 years of work experience

• Proficient with Microsoft (Outlook, Teams, Excel, Word, PowerPoint) and Google Products (Slides, Sheets, etc.)

• 1-3 years of experience in customer experience (CX) or employee experience (EX) program configuration, preferably within Medallia, Qualtrics, or similar experience management platforms (e.g., InMoment, Glint, Forsta, etc.).

• Strong analytical skills with the ability to interpret data and present insights.

• Experience with troubleshooting and resolving technical issues.

• Proficiency with data management and visualization tools (e.g., Excel, Tableau, Power BI, or similar) and a strong grasp of data structures and database concepts.

• Basic knowledge of coding or scripting (e.g., CSS, HTML, JavaScript, SQL) is useful but not mandatory.

• Understanding of APIs and data integration techniques between Medallia or Qualtrics and other enterprise