Customer Experience Analyst
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 REQUIREMENTSMust have:3+ years of experience combining business and technology (CX, analytics, or platform roles)Minimum 2 years deploying Qualtrics for enterprise clientsXM Discover expertise: building and maintaining categorization, sentiment, and journey modelsXM metrics mastery: NPS, CSAT, CES, Sentiment enrichment, Effort scoring, and designing frameworks around themExperience with dashboards, ticketing, and categorization models3+ years architecting enterprise digital CX solutionsHTML/CSS and web architecture foundationsFoundational knowledge of AI technologies: machine learning, LLMs, RAG architectures, and agentic AI systemsHands-on CX AI experience: evaluating, testing, or building AI/RAG/agentic capabilities (intelligent routing, automated responses, multi-step workflow automation, AI-powered analytics)Qualtrics --- Source: jobicy - TechMagic
