Customer Experience Analyst
TechMagic · Ukraine
Job Description
Customer Experience Analyst
TechMagic is seeking a Customer Experience Analyst to join a globally recognized leader in the luxury hospitality sector. This is a permanent, fully remote position. You will be instrumental in managing enterprise-level digital CX capabilities, working on high-traffic web solutions and complex integrations within a dynamic, international environment.
About the Role
This role focuses on the strategic design, implementation, optimization, and expansion of enterprise-scale digital Customer Experience (CX) capabilities. You will leverage platforms like Qualtrics and complementary analytics tools, bridging technical expertise with platform strategy to ensure a seamless digital experience for users worldwide.
Key Responsibilities
- Platform Architecture & Enterprise Deployment:
- Troubleshoot complex implementations and establish best practices.
- Ensure data governance and taxonomy consistency across the enterprise.
- Manage data pipelines and make critical integrity decisions.
- Platform Innovation Pipeline & Global Rollout:
- Drive the innovation pipeline, including proof-of-concept management.
- Build and maintain a platform for testing new features.
- Orchestrate global rollout strategies, focusing on change management and adoption.
- Own the roadmap for new technologies and capabilities, evaluating and sequencing adoption.
- Manage vendor partnerships in alignment with the product roadmap.
Requirements
- Experience:
- 3+ years of experience combining business and technology (CX, analytics, or platform roles).
- Minimum 2 years deploying Qualtrics for enterprise clients.
- 3+ years architecting enterprise digital CX solutions.
- Technical Skills:
- Expertise in Qualtrics XM Discover: building and maintaining categorization, sentiment, and journey models.
- Mastery of XM metrics: NPS, CSAT, CES, Sentiment enrichment, Effort scoring, and designing frameworks around them.
- Experience with dashboards, ticketing, and categorization models.
- Foundational knowledge of HTML/CSS and web architecture.
- 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 (e.g., intelligent routing, automated responses, multi-step workflow automation, AI-powered analytics).
- Qualifications:
- Qualtrics Certification (CXO or Designer/Architect equivalent).
- Language:
- Upper-Intermediate or Advanced English (B2+).
Nice to Have
- Previous experience in the luxury hospitality or premium retail sector.
- Experience with Salesforce.
- Experience with Databricks.
- Background in Marketing Technology (MarTech) or Digital Analytics.
About the Project
- Client: A globally recognized leader in the luxury hospitality sector with a large-scale user base and a strong 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.
What We Offer
- Engaging projects with a modern tech stack for a well-known global brand.
- Fully remote work flexibility.
- Competitive compensation package including paid vacations, sick leaves, and additional days-off.
- Wellness benefits: medical insurance, sports compensation, health check-ups, and flu vaccinations.
- Professional development opportunities: regular tech-talks, educational courses, paid certifications, and English classes.
- A vibrant company culture with team events and branded gifts.
✨ This description was enhanced by AI based on the original listing.