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](http://linkedin.com/in/yulia-nochovna-14703622b)