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 • 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