Customer Experience Management Senior Consultant, Qualtrics/medallia

Customer Experience Management Senior Consultant

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.

As a Senior Consultant in Deloitte's Customer Experience Management practice, you will leverage your knowledge of best-in-class technology 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:

• Configure and implement customer experience platforms to address unique business needs.
• Make data-driven decisions.

Qualifications required:

• Bachelor's degree in business, technology, or related discipline.
• Certifications in Medallia, Qualtrics, or Sprinklr.
• Experience (4+ years) in hands-on configuration of CX platforms (ex: Medallia, Qualtrics, Sprinklr).
• 3+ years of basic project management experience (Agile frameworks preferred).
• Understanding of 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 and organizational skills for engaging 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.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $107,600 to $198,400. You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.