Customer Experience Analyst

Job description

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

- Call with recruiter

- Technical interview

- 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