CX Platform Manager

About the Job At KeyBank, we have grand ambitions to be the best regional bank, with Client and Employee experience being the backbone of that vision. The recently formed enterprise Client & Employee Experience team reports to the Chief of Staff. Our team is responsible for Client Experience strategy, culture, enablement, measurement (technology, research, analytics, and insights), and Employee Experience (Voice of Employee forum, Recognition programs, and Employee Experience innovation). We focus on understanding client and employee end-to-end journeys across key moments of truth and empower the organization to take feedback-based action and improve experiences to create effortless, meaningful, and emotional interactions that advance satisfaction and loyalty with KeyBank, ultimately driving better business performance. We are looking for a highly organized individual that has strong attention to detail, takes initiative, is persistent, and is a resourceful coordinator. The CX Platform Manager will join our CX+EX Measurement & Insights team to manage the success of our CX platform, an enterprise-wide solution for over 10,000 employees. This includes managing the vendor relationship – building and evolving project roadmaps, execution, troubleshooting, budgeting management, identification, and communication of strengths/opportunities of the partnership. ESSENTIAL JOB FUNCTIONS Overall management of the Medallia vendor relationship; this includes managing budget and invoicing, as well as risk management assessment (i.e. GRC, etc.), holding the Medallia team accountable for delivery against roadmaps and ensuring transparent and efficient use of Medallia Managed Services team hours Collaborate cross-functionally (within KeyBank and with Medallia Managed Services team) to plan the Medallia program roadmap a minimum of six months in advance, demonstrating a constant trackable evolution of changes that impact the roadmap. This roadmap will drive business and operational value across the organization and tie directly to KeyBank’s overarching business objectives. Work with the Medallia Managed Services team to define, prioritize, and accelerate roadmap items based on evolving business priorities. Partner with IT to define data requirements including, data needed to drive business in Medallia, how data will be transferred, frequency of transfers, and how the data collected by Medallia is brought back in house and distributed throughout the organization. Leverage Medallia Health Check to continually monitor file processing statistics and other key metrics. Field ad-hoc questions and requests from key business stakeholders. REQUIRED QUALIFICATIONS Education: BA/BS in business administration, business information technology, statistics, or a related field 3+ years of technical expertise such as SaaS, SQL, etc. and project management Demonstrated success in developing and implementing short and long-term strategic plans with a structured prioritization approach while leading, collaborating, and influencing cross-functionally. Strong communication skills Ability to independently manage multiple projects simultaneously, shift work quickly based on changing business priorities, and meet deadlines in a fast-paced environment Highly effective problem solver who can troubleshoot data related issues and act as a liaison with Medallia Managed Services or internal IT teams to quickly resolve Excellent organizational skills and strong attention to detail with the ability to set priorities and develop/maintain strong partner relationships Goal-oriented self-starter with strong desire to innovate and an intellectually curious mindset PREFERRED SKILLS / QUALIFICATIONS MBA 1+ years of experience working with Medallia or related Experience Management software solution Experience working in an Agile or Sprint cycle environment Strong data analysis skills with an ability to synthesize large sets of data and extract meaningful business insights Experience in running implementations or ongoing evolution of enterprise SaaS applications (e.g. Experience Management, CRM, ERP, HRMS)