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 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 Certification (CXO or Designer/Architect equivalent)Upper-Intermediate or Advanced English (B2+)Nice to have:Previous experience in luxury hospitality or premium retail sectorSalesforce experienceDatabricks experienceBackground in Marketing Technology (MarTech) or Digital AnalyticsKEY RESPONSIBILITIESPlatform Architecture & Enterprise DeploymentQA troubleshooting of complex implementations and playbook establishmentEnsure data governance and taxonomy consistency across the enterpriseOwn data pipelines and make integrity decisionsPlatform Innovation Pipeline & Global RolloutOwn the innovation pipeline with co-innovation and PoC managementBuild and maintain a testing and validation platform for new featuresOrchestrate global rollout strategies with change management and adoption metricsOwn the roadmap for new technologies and capabilities — evaluate, recommend timing, and sequence adoptionManage vendor partnerships aligned with the product roadmapPROJECTCustomer: 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 STAGESCall with recruiterTechnical interviewClient technical interviewOUR BENEFITSProjects with modern stack at a well-known global brandWork from anywhere (fully remotely or in our offices in Lviv and Kyiv)Paid vacations and sick-leaves, additional days-off, relocation bonusWellness: Medical insurance / sport compensation / health check-up + flu vaccination at your choiceEducation: regular tech-talks, educational courses, paid certifications, English classesFun: own football team, budget for team-lunches, branded giftsOne of the best IT employers in Lviv based on DOU ratingRecruiter Yuliia Nochovna