Customer Experience Analyst

We are looking for a Customer Experience Analyst to join our client — a globally recognized leader in the luxury hospitality sector. This is an enterprise-level project involving high-traffic web solutions and complex integrations. You will work in a dynamic environment, managing both large-scale initiatives and multiple concurrent small-scale projects to ensure a seamless digital experience for users worldwide.

In this role, you will lead the strategic design, implementation, optimization, and expansion of enterprise-scale digital CX capabilities within Qualtrics and complementary analytics platforms — bridging technical excellence with platform strategy.

JOB REQUIREMENTS

Must have:

• 3+ years of experience combining business and technology (CX, analytics, or platform roles)
• Minimum 2 years deploying Qualtrics for enterprise clients
• XM Discover expertise: building and maintaining categorization, sentiment, and journey models
• XM metrics mastery: NPS, CSAT, CES, Sentiment enrichment, Effort scoring, and designing frameworks around them
• Experience with dashboards, ticketing, and categorization models
• 3+ years architecting enterprise digital CX solutions
• HTML/CSS and web architecture foundations
• Foundational knowledge of AI technologies: machine learning, LLMs, RAG architectures, and agentic AI systems
• Hands-on CX AI experience: evaluating, testing, or building AI/RAG/agentic capabilities (intelligent routing, automated responses, multi-step workflow automation, AI-powered analytics)
• Qualtrics Certification (CXO or Designer/Architect equivalent)
• Upper-Intermediate or Advanced English (B2+)

Nice to have:

• Previous experience in luxury hospitality or premium retail sector
• Salesforce experience
• Databricks experience
• Background in Marketing Technology (MarTech) or Digital Analytics

KEY RESPONSIBILITIES

Platform Architecture & Enterprise Deployment

• QA troubleshooting of complex implementations and playbook establishment
• Ensure data governance and taxonomy consistency across the enterprise
• Own data pipelines and make integrity decisions

Platform Innovation Pipeline & Global Rollout

• Own the innovation pipeline with co-innovation and PoC management
• Build and maintain a testing and validation platform for new features
• Orchestrate global rollout strategies with change management and adoption metrics
• Own the roadmap for new technologies and capabilities — evaluate, recommend timing, and sequence adoption
• Manage vendor partnerships aligned with the product roadmap

PROJECT

Customer: A globally recognized leader in the luxury hospitality sector — well-known brand, large-scale user base, and a great client relationship.

Type: Enterprise Hospitality / Digital CX Platform.

Product: Enterprise-scale digital CX capabilities built on Qualtrics and complementary analytics platforms, supporting high-traffic web solutions and complex integrations across global properties.

Stage: Active development with ongoing global rollout.

Work schedule: Full-time, fully remote.

INTERVIEW STAGES

1. Call with recruiter
2. Technical interview
3. Client technical interview

OUR BENEFITS

• Projects with modern stack at a well-known global brand
• Work from anywhere (fully remotely or in our offices in Lviv and Kyiv)
• Paid vacations and sick-leaves, additional days-off, relocation bonus
• Wellness: Medical insurance / sport compensation / health check-up + flu vaccination at your choice
• Education: regular tech-talks, educational courses, paid certifications, English classes
• Fun: own football team, budget for team-lunches, branded gifts
• One of the best IT employers in Lviv based on DOU rating

Recruiter Yuliia Nochovna

How to apply

This role was found on Jobicy and is listed here so European professionals can find it. Applications are handled by the employer on the original posting.

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