Customer Experience Analyst
Core
Lead the strategic design, implementation, and optimization of enterprise-scale digital Customer Experience (CX) capabilities using Qualtrics and complementary analytics platforms for a luxury hospitality leader.
Role type
Senior Customer Experience Analyst (Enterprise Digital CX)
Builds
Enterprise-scale digital CX capabilities, data pipelines, and global rollout strategies for high-traffic web solutions.
Domain
Luxury hospitality / Digital CX Platform / Enterprise Analytics
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Qualtrics (XM Discover, CXO/Designer/Architect), NPS/CSAT/CES metrics, data governance, HTML/CSS, web architecture, machine learning, LLMs, RAG architectures, agentic AI systems, intelligent routing, automated responses, multi-step workflow automation, AI-powered analytics, change management, vendor partnership management
Preferred skills
Salesforce, Databricks, Marketing Technology (MarTech), Digital Analytics, luxury hospitality or premium retail sector experience
Technologies
Qualtrics, Salesforce, Databricks
Responsibilities
QA troubleshooting of complex implementations, establishing playbooks, ensuring data governance and taxonomy consistency, owning data pipelines, managing innovation pipeline and PoCs, building testing/validation platforms, orchestrating global rollouts, managing vendor partnerships
Seniority
Senior, hands-on IC
