Customer Experience Analyst

<p>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.</p><p>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.</p><h2><strong>JOB REQUIREMENTS</strong></h2><p><strong>Must have:</strong></p><ul><li>3+ years of experience combining business and technology (CX, analytics, or platform roles)</li><li>Minimum 2 years deploying Qualtrics for enterprise clients</li><li>XM Discover expertise: building and maintaining categorization, sentiment, and journey models</li><li>XM metrics mastery: NPS, CSAT, CES, Sentiment enrichment, Effort scoring, and designing frameworks around them</li><li>Experience with dashboards, ticketing, and categorization models</li><li>3+ years architecting enterprise digital CX solutions</li><li>HTML/CSS and web architecture foundations</li><li>Foundational knowledge of AI technologies: machine learning, LLMs, RAG architectures, and agentic AI systems</li><li>Hands-on CX AI experience: evaluating, testing, or building AI/RAG/agentic capabilities (intelligent routing, automated responses, multi-step workflow automation, AI-powered analytics)</li><li>Qualtrics Certification (CXO or Designer/Architect equivalent)</li><li>Upper-Intermediate or Advanced English (B2+)</li></ul><p><strong>Nice to have:</strong></p><ul><li>Previous experience in luxury hospitality or premium retail sector</li><li>Salesforce experience</li><li>Databricks experience</li><li>Background in Marketing Technology (MarTech) or Digital Analytics</li></ul><h2><br></h2><h2><strong>KEY RESPONSIBILITIES</strong></h2><p><strong>Platform Architecture &amp; Enterprise Deployment</strong></p><ul><li>QA troubleshooting of complex implementations and playbook establishment</li><li>Ensure data governance and taxonomy consistency across the enterprise</li><li>Own data pipelines and make integrity decisions</li></ul><p><strong>Platform Innovation Pipeline &amp; Global Rollout</strong></p><ul><li>Own the innovation pipeline with co-innovation and PoC management</li><li>Build and maintain a testing and validation platform for new features</li><li>Orchestrate global rollout strategies with change management and adoption metrics</li><li>Own the roadmap for new technologies and capabilities — evaluate, recommend timing, and sequence adoption</li><li>Manage vendor partnerships aligned with the product roadmap</li></ul><h2><br></h2><h2><strong>PROJECT</strong></h2><p><strong>Customer:</strong> A globally recognized leader in the luxury hospitality sector — well-known brand, large-scale user base, and a great client relationship.</p><p><strong>Type:</strong> Enterprise Hospitality / Digital CX Platform.</p><p><strong>Product:</strong> Enterprise-scale digital CX capabilities built on Qualtrics and complementary analytics platforms, supporting high-traffic web solutions and complex integrations across global properties.</p><p><strong>Stage:</strong> Active development with ongoing global rollout.</p><p><strong>Work schedule:</strong> Full-time, fully remote.</p><h2><br></h2><h2><strong>INTERVIEW STAGES</strong></h2><ol><li>Call with recruiter</li><li>Technical interview</li><li>Client technical interview</li></ol><h2><br></h2><h2><strong>OUR BENEFITS</strong></h2><ul><li>Projects with modern stack at a well-known global brand</li><li>Work from anywhere (fully remotely or in our offices in Lviv and Kyiv)</li><li>Paid vacations and sick-leaves, additional days-off, relocation bonus</li><li>Wellness: Medical insurance / sport compensation / health check-up + flu vaccination at your choice</li><li>Education: regular tech-talks, educational courses, paid certifications, English classes</li><li>Fun: own football team, budget for team-lunches, branded gifts</li><li>One of the best IT employers in Lviv based on DOU rating</li></ul><p>Recruiter <a href="http://linkedin.com/in/yulia-nochovna-14703622b" target="_blank" rel="nofollow ugc noopener">Yuliia Nochovna</a></p>