Customer Experience Analyst
RemoteUkraine
Job Summary
Lead strategic design, implementation, and optimization of enterprise-scale digital CX capabilities within Qualtrics and complementary analytics platforms. Manage large-scale initiatives and concurrent projects to ensure seamless global user experiences, while owning data pipelines and establishing taxonomy consistency across the enterprise. Drive platform innovation by co-managing PoCs, building validation platforms for new features, and orchestrating global rollout strategies with change management. Evaluate and recommend adoption timing for new technologies and capabilities, including AI/RAG architectures and agentic systems, while managing vendor partnerships aligned with the product roadmap.
Required 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+)
Desired Qualifications
- Previous experience in luxury hospitality or premium retail sector
- Salesforce experience
- Databricks experience
- Background in Marketing Technology (MarTech) or Digital Analytics
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