Business Analyst (Medallia)


You will play the role of a consultant working with all the BU s live on the program, to ensure they are successful and provide a best-in-class Customer Experience to their customers.

Country management (in “Run” mode): 80% of the time:

  • Manage relationships and work hand in hand with countries: advice on platform capabilities, resolution of technical/system-related issues & inquiries, assistance with quality assurance, analysis of large datasets, etc.
  • Enhance platform capabilities and features
  • Provide broader support and guidance to countries on NPS/customer experience best practices, share experiences of other countries participating in the program, etc., and thereby build strong country relationships.

Implementation of the SaaS platform (in “Build” mode): 20% of the time:

  • Work with team members to perform program implementations and improvements.
  • Participate in the design, configuration, and in implementation review processes.
  • Use software knowledge to set up surveys and reports, integrate Medallia with other tools (eg: Salesforce). 

Stakeholder management:

  • Work with our different business units to understand their requirements and issues
  • Work in tandem with Medallia consultants to implement feature enhancements & solve issues for our business units
  • Work with our IT teams to set up platform integrations, data imports/exports, etc 

Other responsibilities:

  • Contribute to the design and deployment of other NPS program components such as: CX KPIs/Dashboards/Targets, knowledge sharing and documentation, etc
  • Analytics on customer feedback and operational data, in collaboration with country and Group teams


  • You have a first experience as a Business Analyst (2+ years)
  • You have a basic knowledge of SaaS platforms and a first experience in SaaS implementation projects
  • You have an analytical mindset
  • You have the ability to work with multiple stakeholders from different geographies
  • You have delivered initiatives that required problem-solving skills, project, and stakeholder management
  • You are proactive, rigorous, and have a strong attention to detail
  • You can communicate clearly and make complex ideas understandable
  • You have a strong interest in developing your knowledge and technical skills around customer experience management tools
  • Good written and verbal communication skills in English
  • Knowledge of XM platforms especially Medallia is a plus
  • Basic knowledge of and willingness to learn common web technologies e.g. Javascript, HTML, XML, CSS, APIs