Our client is an American startup that provides its users with a fun shopping experience. The application is live, used daily across 17+ locations in the US, and communicates directly with electric vehicles on the ground - in real time. The architecture is clean and modern - no legacy baggage to wrestle with. Interview Stages Call with recruiter Technical interview with recruiter and Senior Mobile developer
Customer Experience Analyst
Location
Worldwide
Posted
34 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Customer Experience Analyst
TechMagic
Role 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. Qualifications - 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+) Requirements - 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 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
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