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.

• 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+)

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

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

• 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