Customer Experience Analyst

About This Opportunity

We are representing a confidential luxury hospitality organization seeking a Customer Experience Analyst to join their enterprise digital team. This role combines platform strategy, analytics, and emerging AI technologies to deliver world-class digital experiences across high-traffic global properties. You'll architect and optimize CX capabilities within Qualtrics and complementary platforms, managing both large-scale strategic initiatives and multiple concurrent projects in a fast-paced, remote environment.

Responsibilities

• Design, implement, and optimize enterprise-scale digital CX solutions within Qualtrics and complementary analytics platforms
• Build and maintain XM Discover categorization, sentiment analysis, and customer journey models
• Architect and manage XM metrics frameworks including NPS, CSAT, CES, sentiment enrichment, and effort scoring
• Perform QA troubleshooting of complex implementations and establish operational playbooks
• Ensure data governance, taxonomy consistency, and pipeline integrity across the enterprise
• Own the innovation pipeline including co-innovation initiatives and proof-of-concept management
• Build and maintain testing and validation platforms for new features and capabilities
• Orchestrate global rollout strategies with change management and adoption metrics
• Evaluate, recommend, and sequence adoption of new technologies and AI capabilities
• Manage vendor partnerships aligned with the product roadmap

What We're Looking For

Required Qualifications:

• 3+ years of experience combining business and technology in 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 including NPS, CSAT, CES, sentiment enrichment, and effort scoring
• 3+ years architecting enterprise digital CX solutions
• Experience with dashboards, ticketing systems, and categorization models
• 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 such as intelligent routing, automated responses, multi-step workflow automation, or AI-powered analytics
• Qualtrics Certification (CXO or Designer/Architect equivalent)
• Upper-Intermediate or Advanced English (B2+)

Preferred Qualifications:

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

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will conduct an initial screening call to understand your background and experience. Qualified candidates will participate in a technical interview with our recruiting team, followed by a technical interview with the client organization. We facilitate the entire process and serve as your advocate throughout. Please do not contact the client directly—all communication flows through our team to ensure a professional and coordinated experience.

Interview Process:

• Screening call with Get A Job.ai recruiter
• Technical interview with our team
• Client technical interview

Work Arrangement: Full-time, fully remote from Ukraine

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to creating a diverse and inclusive recruitment process. We welcome applications from all qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.