Medallia Customer Experience Strategist / Product Owner

Overview

As a Steampunk Customer Experience Strategist / Product Owner, you will partner with stakeholders to transform customer feedback into actionable insights that drive organizational improvement. You will own the strategy, measurement framework, and reporting approach for customer experience initiatives, ensuring feedback programs generate meaningful data that supports executive decision-making. You will work closely with business leaders, program teams, and platform administrators to define success measures, develop feedback mechanisms, identify trends, and communicate insights that improve customer outcomes.

Contributions

Responsibilities include:

• Partner with stakeholders to define customer experience objectives, success measures, and feedback strategies.
• Design and refine surveys, feedback mechanisms, and measurement approaches to ensure meaningful and actionable data collection.
• Translate business goals and customer experience priorities into reporting requirements and performance metrics.
• Analyze customer feedback, sentiment, and behavioral trends to identify opportunities, risks, and areas requiring intervention.
• Develop executive-ready briefings, presentations, and reports that clearly communicate customer experience outcomes and recommendations.
• Facilitate workshops and stakeholder sessions to gather requirements, prioritize enhancements, and align on business objectives.
• Establish governance processes for customer experience measurement and reporting.
• Collaborate with technical teams to ensure data collection and reporting capabilities support business needs.
• Develop and maintain roadmaps for customer experience improvements and measurement maturity.
• Serve as a trusted advisor to leadership on customer sentiment, engagement trends, and experience optimization opportunities.

Qualifications

Required:

• Bachelor's degree and 7+ years of relevant experience.
• Experience leading customer experience, product management, business analysis, service design, or related initiatives.
• Experience defining KPIs, performance metrics, and measurement frameworks.
• Strong ability to synthesize qualitative and quantitative data into actionable recommendations.
• Experience developing executive-level presentations, reports, and briefings.
• Demonstrated ability to facilitate stakeholder discussions and translate business needs into actionable requirements.
• Strong written and verbal communication skills.
• Eligible to obtain and maintain a government security clearance.

Preferred Skills:

• Experience with customer experience platforms such as Medallia, Qualtrics, Salesforce Surveys, or similar tools.
• Experience supporting federal government programs.
• Knowledge of Voice of the Customer (VoC) methodologies and customer journey mapping.
• Experience with Agile delivery methodologies.
• Strong analytical and data storytelling skills.
• Ability to influence stakeholders across multiple levels of an organization.
• Experience developing dashboards, scorecards, and performance measurement programs.

About steampunk

Identity Statement

As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Steampunk is a Change Agent in the Federal contracting industry, bringing new thinking to clients in the Homeland, Federal Civilian, Health and DoD sectors. Through our Human-Centered delivery methodology, we are fundamentally changing the expectations our Federal clients have for true shared accountability in solving their toughest mission challenges. As an employee owned company, we focus on investing in our employees to enable them to do the greatest work of their careers - and rewarding them for outstanding contributions to our growth. If you want to learn more about our story, visit http://www.steampunk.com .

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Steampunk participates in the E-Verify program.