Customer Experience Management Consultant, Medallia

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design.

We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service.

We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects.

Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

Recruiting for this role ends on February 5, 2027

Work you'll do

As a Senior Consultant in Deloitte's Customer Experience Management practice, you will leverage your knowledge of best-in-class technology (Medallia, Qualtrics, Sprinklr) to collaborate with clients to strategize, configure, and implement world-class customer feedback, analytics, and engagement solutions.

As a trusted advisor, you will be responsible for supporting the overall project goals and objectives.

It is expected that you will be able to craft quality deliverables, effectively manage the team and day-to-day relationships, and provide both technical and functional guidance to team members as needed.

Essential job responsibilities include:
Platform Implementation & Technical Configuration


* Configure and implement customer experience platforms (Medallia, Qualtrics, Sprinklr) to address unique business needs.


* Lead in technical design and build, including integrations, enhancements, and ongoing platform support, such as API-based integrations (Salesforce, ServiceNow, Adobe, Snowflake), SSO/OIDC setup, and data ingestion/export processes.


* Troubleshoot and optimize system performance, working closely with client and internal technical teams.

Functional Consulting & VOC Strategy


* Manage relationships with business stakeholders and work to translate their objectives into VOC (Voice of Customer) solutions, journey maps, and actionable roadmaps.


* Lead client assessments and development of technical/functional roadmaps to enable structured VOC strategies.


* Develop and deliver workshops on strategy, analytics, and customer journey visioning.

Project Management & Delivery


* Manage assigned projects and teams, reporting on progress, timelines, and deliverables through structured executive status reports.


* Manage and collaborate with cross-functional teams (analytics, developers) to drive project execution and ensure high-impact outcomes.


* Apply Agile project management principles-helping organize governance, facilitate agile ceremonies, and enable collaborative decision-making.

Analytics & Insights


* Design and develop dashboards, real-time reporting, and analytics suites, including text/speech analytics and ...