Deloitte · 11 hours ago
Customer Experience Management Consultant, Qualtrics/Medallia
Greater Cleveland
Full-time
Hybrid
Entry, Mid Level
$84K/yr - $155K/yr
2+ years expDeloitte is a leading consulting firm that empowers organizations to build deeper relationships with customers through innovative strategies and advanced analytics. In this role, you will collaborate with clients to implement customer feedback and engagement solutions while managing complex client programs and driving impactful outcomes.
AccountingConsultingFinancial ServicesLegalProfessional ServicesRisk Management
No H1B
Responsibilities
Configure and implement customer experience platforms (Medallia, Qualtrics, Sprinklr) to address unique business needs
Participate 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
Work with business stakeholders to translate their objectives into VOC (Voice of Customer) solutions, journey maps, and actionable roadmaps
Contribute to client assessments and development of technical/functional roadmaps to enable structured VOC strategies
Support delivery of workshops on strategy, analytics, and customer journey visioning
Manage assigned workstreams, reporting on progress, timelines, and deliverables
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
Support design and development of dashboards, real-time reporting, and analytics suites, including text/speech analytics and sentiment drivers
Help clients interpret platform data, convert insights into actions, and measure progress (KPI frameworks, NPS improvement, etc.)
Ensure solutions allow stakeholders to make data-driven decisions
Qualification
Required
Bachelor's degree in business, technology, or related discipline
Experience (2+ years) in hands-on configuration of CX platforms (ex: Medallia, Qualtrics) including leading or participating in at least one full end-to-end implementation
Certifications in Medallia and/or Qualtrics
1+ years of basic project management experience (Agile frameworks preferred)
Experience with API integrations, SSO/OAuth setup, and data transformation (ETL) concepts
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Ability to travel up to 50% on average based on the work you do and the clients and industries/sectors you serve
Preferred
Strong problem-solving and analytical skills; comfortable working with sophisticated data sets and deriving actionable insights
Excellent communication skills for engaging with both technical and executive stakeholders
Experience in client-facing consulting or advisory roles
Exposure to VOC strategy, customer journey mapping, or analytics program delivery
Familiarity with cloud data solutions or dashboarding platforms
Exposure to REST APIs, JSON/XML data handling, and webhooks/event-driven integrations
Benefits
Discretionary annual incentive program
Company
Deloitte
Deloitte is a business consulting company that offers audit, consulting, financial advisory, and tax services.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Anne Muraya
Chief Executive Officer - East Africa
Joe Ucuzoglu
Global Chief Executive Officer
Recent News
2026-01-08
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