Customer Experience Analyst - Luxury Hospitality Leader (Remote)

Join a globally recognized leader in the luxury hospitality sector as a Customer Experience Analyst. This is a high-impact, enterprise-level project focused on enhancing digital customer experiences through advanced analytics and AI integration.

About the Role

As a Customer Experience Analyst, you will spearhead the strategic design, implementation, optimization, and expansion of enterprise-scale digital CX capabilities. You will leverage platforms like Qualtrics and complementary analytics tools, bridging technical expertise with strategic platform vision to ensure a seamless digital experience for a worldwide user base.

Key Responsibilities

Platform Architecture & Enterprise Deployment

• Troubleshoot complex implementations and establish playbooks.
• Ensure data governance and maintain taxonomy consistency across the enterprise.
• Own data pipelines and make critical data integrity decisions.

Platform Innovation Pipeline & Global Rollout

• Drive the innovation pipeline, managing co-innovation and Proofs of Concept (PoCs).
• Develop and maintain a platform for testing and validating new features.
• Orchestrate global rollout strategies, focusing on change management and adoption metrics.
• Own the roadmap for new technologies and capabilities, evaluating, recommending timing, and sequencing adoption.
• Manage vendor partnerships in alignment with the product roadmap.

Job Requirements

Must-Haves:

• 3+ years of experience blending business and technology (CX, analytics, or platform roles).
• Minimum 2 years deploying Qualtrics for enterprise clients.
• Expertise in 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.
• 3+ years architecting enterprise digital CX solutions.
• Foundational knowledge of HTML/CSS and web architecture.
• Solid understanding 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).
• Qualtrics Certification (CXO or Designer/Architect equivalent).
• Upper-Intermediate or Advanced English (B2+).

Nice-to-Haves:

• Previous experience in the luxury hospitality or premium retail sector.
• Experience with Salesforce.
• Experience with Databricks.
• Background in Marketing Technology (MarTech) or Digital Analytics.

Project Details

• Customer: A globally recognized leader in the luxury hospitality sector.
• Type: Enterprise Hospitality / Digital CX Platform.
• Product: Enterprise-scale digital CX capabilities on Qualtrics and complementary analytics platforms, supporting high-traffic web solutions and complex integrations.
• Stage: Active development with ongoing global rollout.
• Work Schedule: Full-time, fully remote.

Interview Stages

1. Call with Recruiter
2. Technical Interview
3. Client Technical Interview

Our Benefits

• Work on projects with a modern stack for a well-known global brand.
• Work from anywhere (fully remote or from our offices in Lviv and Kyiv).
• Paid vacations and sick leave, additional days off, relocation bonus.
• Wellness: Medical insurance, sports compensation, health check-ups, and flu vaccinations.
• Education: Regular tech-talks, educational courses, paid certifications, English classes.
• Fun: Own football team, budget for team lunches, branded gifts.
• Recognized as one of the best IT employers in Lviv (DOU rating).

Contact: Yuliia Nochovna