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 systems is a plus.

• Hands-on experience with Medallia or Qualtrics configurations, survey design, and program management is highly desirable.

• Experience working within a global team structure, with the ability to communicate across time zones and adapt to diverse work cultures is a plus.

Beyond education and experience, we’re looking for someone who is:

• Enthusiastic about CX and EX: Excited about enhancing experiences for customers and employees, across industries, including retail, financial services, B2B, healthcare, deathcare, automotive, and hospitality. Understands the impact of CX and EX on organizational success and is motivated to drive positive change.

• Language adjusts depending on audience: Strong verbal and written communication skills, with the ability to translate technical language for non-technical stakeholders.

• Collaborative: Can work effectively with cross-functional teams and stakeholders towards goals. Seeks input and feedback from others to inform decision-making and drive continuous improvement for themselves, their team, and their clients.

• Client-centric focus: Strong interpersonal skills to foster client relationships, understand client needs, and proactively address feedback.

• Empathetic: Shows compassion towards the complex nature of business, customers, and employees. This person wants to understand needs, concerns, and emotions.

• Optimistic: Inspires and motivates others with initiative, self-drive, and focuses on opportunities for growth and improvement.

• Detailed: Ability to work in a fast-paced environment while maintaining precision and accuracy in all configurations.

• Initiative-taking: Wants to find opportunities for improvement, and proactively proposes and implements solutions. Maintains a forward-thinking approach and is always looking for ways to elevate the quality of their deliverables and their clients’.

• Adaptable: Adapts quickly to changing priorities and requirements.

• Confident: Comfort in delivering client presentations, training sessions, and demonstrations when needed.

• Curious: Wants to understand the root cause of issues. Wants to know the “Why” before how or when.

• Results Oriented: Loves data and measurable outcomes. Understands the goal and takes ownership to deliver results. Will escalate and ask for support when needed.

• Committed to ongoing learning: Customer and employee experience is always changing. This person should be committed to ongoing learning and development in the field of CX and EX to inform decision-making, guide clients, and drive innovation.

Why work for Material? 

In addition to fulfilling, high-impact work, company culture and benefits are integral to determining if a job is a right fit for you. Here’s a bit about who we are and highlights around what we offer. 

Who We Are & What We Care About 

• Material is a global company and we work with best-of-class brands worldwide. We also create and launch new brands and products, putting innovation and value creation at the center of our practice. Our clients are in the top of their class, across industry sectors from technology to retail, transportation, finance and healthcare. 

• Material employees join a peer group of exceptionally talented colleagues across the company, the country, and even the world. We develop capabilities, craft and leading-edge market offerings across seven global practices including strategy and insights, design, data & analytics, technology and tracking. Our engagement management team makes it all hum for clients.

• We prize inclusion and interconnectedness. We amplify our impact through the people, perspectives, and expertise we engage in our work. Our commitment to deep human understanding combined with a science & systems approach uniquely equips us to bring a rich frame of reference to our work. 

• A community focused on learning and making an impact. Material is an outcomes focused company. We create experiences that matter, create new value and make a difference in people's lives.
   

What We Offer 

In addition to Medical, Dental, Vision, Life, Disability and FSA, Material offers: 

• A work environment that works best for you. Whether that’s fully remote, in one of our offices, or hybrid. 

• Flexible & synchronous time off. We trust our colleagues to take responsibility for and manage their workloads. That’s why we offer Flexible Time Off along with synchronous companywide closures and 11 company holidays.

• 12 weeks of paid parental leave. Every parent deserves to spend the first few months of their new child’s life with them. 

• Help planning for your future. We offer 401K match, as well as periodic financial wellness and planning sessions throughout the year.

Pay Range: $54,600.00 - 85,000.00 

The range shown represents a grouping of relevant ranges currently in use at Material. Actual range for this position may differ, depending on location and specific skillset required for the work itself. 

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.

Privacy Statement

Material is committed to protecting privacy in our recruiting processes for all candidates. For more information, please refer to our Privacy Policy. California-resident applicants should also refer to our California-resident Candidate Privacy Statement.

If you need support with a privacy-related matter, please send an email to: [email protected]o