Siemens Healthineers
Website:
siemens-healthineers.com
Job details:
Job Summary:
As a Medallia Architect, you will be responsible for leading the implementation, configuration, support and continuous improvement of the Medallia Experience Management platform. The role will oversee platform administration, survey programs, integrations, reporting, case management, user enablement and operational governance to ensure reliable delivery of customer and employee experience insights. You will work closely with business stakeholders, CX teams, IT teams, data teams, vendors and regional users to translate business requirements into scalable Medallia solutions and ensure high-quality platform operations across global or regional deployments.
Key Responsibilities:
- Lead the Medallia platform team responsible for configuration, administration, support, enhancement delivery and operational governance of Medallia programs.
- Translate business requirements into Medallia solution designs covering surveys, forms, feedback channels, dashboards, reports, alerts, workflows, case management and role-based access.
- Manage end-to-end delivery of Medallia enhancements, including requirement analysis, solution design, configuration, testing, deployment, hypercare and handover to operations.
- Coordinate integrations between Medallia and enterprise systems such as CRM, contact center platforms, data warehouses, identity management, ticketing tools and reporting platforms.
- Provide functional and technical guidance to team members on Medallia configuration standards, data structures, survey logic, reporting design, workflows and platform best practices.
- Monitor platform performance, data quality, user adoption, issue trends and operational KPIs to ensure stable and effective Medallia service delivery.
- Act as the primary escalation point for complex Medallia incidents, integration issues, reporting defects, access concerns and business-critical platform queries.
- Maintain solution documentation, configuration standards, release notes, operating procedures, support playbooks and continuous improvement backlog for Medallia capabilities.
Required Skills and Experience:
- Strong hands-on experience in Medallia Experience Management platform administration, configuration, program setup and operational support.
- Good understanding of Medallia capabilities including survey design, invitations, feedback collection, reporting, dashboards, role-based access, alerts, workflows and case management.
- Experience managing customer experience, employee experience, contact center feedback, transactional surveys or relationship survey programs.
- Knowledge of data management concepts, data feeds, integrations, SSO, user provisioning, hierarchy management, file-based interfaces, APIs and reporting data structures.
- Hands-on experience with data lake platforms such as Snowflake, including data ingestion, transformation, integration patterns and operational data management for enterprise applications.
- Practical experience setting up integrations with enterprise systems such as SAP, Salesforce, CRM platforms and other business applications using APIs, middleware, file-based interfaces or data connectors.
- Strong SQL and database management skills, with experience in SQL Server and MySQL, including data querying, analysis, troubleshooting, and reporting to support business and operational requirements.
- Experience working with business stakeholders to gather requirements, define use cases, document process flows and convert feedback program needs into platform configuration.
- Ability to lead a small technical or functional team, assign work, review deliverables, manage priorities, create roadmap and ensure timely resolution of incidents and enhancement requests.
- Strong analytical skills with the ability to interpret feedback data, reporting issues, integration errors and platform behavior to support business decision-making.
- Excellent communication and stakeholder management skills, with the ability to work with business, IT, vendors and regional teams in a global delivery environment.
Preferred Qualifications:
- Bachelor’s or master’s degree in information technology, Computer Science, Business Administration, Data Analytics or a related discipline.
- 8-10 years of overall IT, customer experience, analytics, digital platform or enterprise application experience.
- Minimum 3-5 years of practical experience with Medallia platform implementation, integration, configuration, administration, support or program management.
- Medallia certifications or formal Medallia product training in platform administration, reporting, integration or experience management are preferred.
- Experience with CX metrics such as NPS, CSAT, CES, closed-loop feedback, journey analytics, text analytics or contact center experience programs is an advantage.
- Experience working in global transformation programs, multi-country rollouts, managed service environments or distributed delivery teams is preferred.
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