Associate CX Administrator

Job Profile Summary

The Associate CX Administrator is responsible for the hands-on configuration, maintenance, and day-to-day operation of Hudls Voice-of-the-Customer (VoC) platform across both business units. Working within the CX function under the Manager, CX, this individual is the primary operator of the VoC technology stack — ensuring data flows accurately, surveys are configured correctly, dashboards are maintained, and end users are supported effectively.

This role is well-suited to someone with a strong technical aptitude and a desire to develop deep expertise in CX platforms. The Associate CX Administrator works closely with the Manager, CX to execute against the CX platform roadmap and supports broader stakeholder needs through platform administration and user enablement.

Your Role

Hands-on Platform Administration and Configuration — 50%

• Configure, maintain, and update the VoC platform (Medallia) including surveys, roles, dashboards, and data integrations.
• Manage day-to-day platform operations, including user access, survey routing, and data feed monitoring.
• Troubleshoot and resolve platform issues, escalating to the Manager, CX or vendor professional services where required.
• Execute platform changes in line with the CX roadmap as directed by the Manager, CX.
• Support new feature launches and assess their impact on existing configurations.
• Own data quality across feeds, loads, and integrations — proactively identifying and resolving issues.

User Support and Enablement — 20%

• Serve as the first point of contact for ad-hoc platform support requests from internal users.
• Assist the Manager, CX in delivering training to new users and supporting skills development for existing users.
• Maintain a support log to track recurring issues and surface patterns to the Manager, CX.

Partnerships and Stakeholder Support — 15%

• Build working relationships with key internal stakeholders to understand their data and reporting needs.
• Attend cross-functional meetings as required to represent CX platform capabilities and constraints.
• Communicate platform updates and changes clearly to affected teams and users.

Documentation and Process — 10%

• Maintain accurate records of configuration changes, technical decisions, and implementation steps.
• Contribute to retrospectives and process improvement exercises within the CX team.
• Keep documentation up to date as platform configurations evolve.

Must-Haves

• 1 years experience in a platform administration, CX operations, or related technical role preferred.
• 1 years experience working with CX/VoC platforms (Medallia, Qualtrics, or similar) preferred.

Nice-to-Haves

• CX certification through CXPA, Medallia, or Qualtrics preferred, but not required.