Siemens Healthineers
Website:
siemens-healthineers.com
Company:
https://www.linkedin.com/company/siemens-healthineers
Seniority: Mid-Senior level
Industries: Medical Equipment Manufacturing, Hospitals and Health Care, and Biotechnology Research
Job details:
Job Summary
As a Medallia Solution Designer, you will be responsible for designing, configuring, supporting and improving Medallia Experience Management solutions for customer and employee feedback programs. The role will focus on translating business requirements into practical Medallia configurations across surveys, feedback channels, dashboards, reporting, alerts, workflows, case management and user access. You will work closely with business stakeholders, CX teams, IT teams, data teams, vendors and regional users to deliver scalable, reliable and user-friendly Medallia solutions that support customer experience insights and closed-loop feedback processes.
Key Responsibilities:
- Design and configure Medallia solutions for feedback programs, including surveys, forms, invitations, dashboards, reports, alerts, workflows and role-based access.
- Work with business stakeholders to understand requirements, document use cases and translate customer experience needs into Medallia solution designs.
- Support end-to-end delivery of Medallia enhancements, including requirement analysis, configuration, testing, deployment, hypercare and operational handover.
- Assist in implementing and maintaining integrations between Medallia and enterprise systems such as CRM, contact center platforms, data warehouses, identity management and reporting platforms.
- Configure and validate Medallia survey logic, reporting structures, user hierarchies, alert rules, case management workflows and access controls.
- Analyze platform issues, data quality concerns, reporting defects and integration errors to support timely resolution and stable platform operations.
- Collaborate with architects, product owners, developers, vendors and support teams to ensure Medallia designs align with platform standards and business needs.
- Maintain solution documentation, configuration guides, test evidence, release notes and operational support documentation for Medallia capabilities.
Required Skills and Experience:
- Hands-on experience in Medallia Experience Management platform configuration, administration, survey setup, reporting and operational support.
- Good understanding of Medallia capabilities including survey design, invitations, feedback collection, reporting, dashboards, alerts, workflows, case management and role-based access.
- Experience supporting customer experience, employee experience, contact center feedback, transactional survey or relationship survey programs.
- Knowledge of data management concepts, data feeds, hierarchy management, user provisioning, SSO, file-based interfaces, APIs and reporting data structures.
- Experience of SQL development + hands on experience of Data Lake (Snowflake) including data ingestion, DBT setup will be an added value
- Ability to gather requirements, document business processes, create functional designs and convert feedback program requirements into platform configuration.
- Experience in testing, troubleshooting and supporting Medallia configurations, dashboards, survey logic, access issues and data-related defects.
- Strong analytical and problem-solving skills with the ability to understand business requirements, platform behavior and reporting outputs.
- Good communication and stakeholder management skills, with the ability to work with business, IT, vendor 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.
- 4-5 years of overall IT, customer experience, analytics, digital platform or enterprise application experience.
- Minimum 1-2 years of practical experience with Medallia platform implementation, configuration, administration, support or program delivery.
- 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, OSAT, 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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