CX Insights and Platform Analyst

• Combine VOC, survey, conversational and operational data to create a richer view of the client experience
• Analyse quantitative and qualitative data to identify themes, drivers, root causes, risks and opportunities
• Link CX signals with operational and business measures to show experience and business impact
• Build and maintain role-based Medallia reports, dashboards, alerts and insight views
• Turn stakeholder questions into focused analysis and clear, actionable recommendations
• Monitor survey performance, response rates and data quality, and recommend improvements
• Partner with CX, Sales, Service, Operations, Product and other teams on insight-led use cases
• Build, configure, test, deploy and maintain Medallia surveys and reporting
• Administer Medallia access, configurations, reporting, alerts and routine data feeds
• Maintain data integrity, platform standards, documentation and CX data governance
• Work with data, technology and vendor teams to resolve integration, platform and reporting issues
• Act as a Medallia / CX platform SME, providing user guidance, training and support
• Enable and optimise Medallia GenAI, text analytics, conversational intelligence and emerging capabilities
• Develop AI and automation use cases that improve the speed, consistency and scale of CX insight and operations
• Test new capabilities, assess value and limitations, and turn successful use cases into repeatable processes
• Measure AI and automation quality, efficiency, adoption and business value, and recommend improvements
• Support responsible implementation of AI-enabled CX solutions in line with governance and controls
• Track CX technology, GenAI and automation developments and recommend relevant opportunities

• Hands-on experience administering Medallia or another enterprise CX / VOC platform
• 3+ years of experience combining customer feedback with conversational, operational and other data to generate insight
• Proven ability to create role-based dashboards, reports, analysis and stakeholder-ready presentations
• Strong quantitative and qualitative analysis skills, including verbatim analysis and root-cause identification
• Working knowledge of CX measurement, survey design, feedback operations and data-quality principles
• Experience with Medallia reporting
• Exposure to GenAI, text analytics, conversational intelligence or automation is desirable
• Ability to turn AI and automation opportunities into practical, scalable CX use cases
• Strong analytical, critical-thinking and problem-solving skills, with clear business recommendations
• Comfortable with structured data and data manipulation
• SQL or similar querying skills are beneficial
• Comfortable with BI and reporting tools such as Tableau, Power BI, Excel, Salesforce or similar
• Advanced written, verbal and presentation skills for technical and non-technical audiences

• Medical, life and dental insurance
• Asociacion Solidarista
• International Share Save Plan
• Flex Work/Work from home
• Paid time off
• Annual Performance Bonus
• Education Reimbursement
• Family Bonding
• Bereavement Leave
• Referral Program