Customer Experience Analyst

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 Must have: 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+) 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 th