Customer Experience Analyst

External

Techmagic · Ukraine

Full-timeRemote1w ago

HTMLCSSMachine Learning

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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

Requirements

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+)
Previous experience in luxury hospitality or premium retail sector
Salesforce experience
Databricks experience
Background in Marketing Technology (MarTech) or Digital Analytics

Benefits

Projects 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

Additional Information

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 REQUIREMENTS

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