About this role.
This role is for a Customer Experience Analyst at a globally recognized leader in luxury hospitality, focusing on enterprise-scale digital CX capabilities using Qualtrics and complementary analytics platforms. The position involves managing complex integrations, high-traffic web solutions, and global rollouts. Key responsibilities include platform architecture, innovation pipeline management, and ensuring data governance. The ideal candidate has 3+ years of CX/analytics experience, Qualtrics certification, and foundational AI knowledge. This is a fully remote, full-time position with benefits like paid vacations, medical insurance, and education support.
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Cover letter sample
Dear Hiring Manager,
I am writing to express my strong interest in the Customer Experience Analyst position at the luxury hospitality leader. With over 4 years of experience in CX analytics and platform architecture, including extensive work with Qualtrics and AI-driven solutions, I am confident in my ability to drive seamless digital experiences for your global user base.
In my previous role, I led the deployment of Qualtrics for enterprise clients, achieving a 20% improvement in NPS through optimized sentiment models and automated workflows. My expertise in XM Discover and metrics like NPS, CSAT, and CES allows me to design robust frameworks that align with business goals.
I am particularly excited about the opportunity to innovate with AI capabilities, such as intelligent routing and agentic systems, to enhance customer interactions. My background in HTML/CSS and data governance ensures I can manage complex integrations while maintaining data integrity.
Thank you for considering my application. I look forward to discussing how my skills can contribute to your team.
Sincerely,
[Your Name]
Sample interview questions
At my previous job, I led the deployment of Qualtrics for a global retail brand with over 10 million customers. Challenges included data integration across multiple sources and ensuring real-time reporting. I overcame them by designing a unified taxonomy and using APIs to streamline data pipelines, resulting in a 15% increase in survey response rates.
I start by analyzing historical customer feedback to identify key themes and sentiment drivers. Then I build categorization models using machine learning, continuously refining them with human-in-the-loop validation. Regular performance reviews and updates based on new data ensure accuracy.
I would identify touchpoints where customers interact with the brand, such as booking, check-in, and service requests. For each, I'd design short survey questions focusing on ease of interaction. I'd set benchmarks based on industry standards and track CES over time, linking it to operational changes to reduce friction.
I regularly follow AI research, attend webinars, and experiment with tools like LangChain. For this role, I would evaluate AI-powered analytics to automate response categorization and use RAG for intelligent routing of customer queries to the right department, improving efficiency.
I have led multiple global rollouts, including a CX platform for a hotel chain across 50 countries. I created a phased rollout plan, provided training for local teams, and established clear metrics for adoption. Regular feedback loops and adjustments based on local needs were key to success.
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 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
OUR BENEFITS
- Projects with modern stack at a well-known global brand
- Work from anywhere (fully remotely or in our offices in Lviv and Kyiv)
- Paid vacations and sick-leaves, additional days-off, relocation bonus
- Wellness: Medical insurance / sport compensation / health check-up + flu vaccination at your choice
- Education: regular tech-talks, educational courses, paid certifications, English classes
- Fun: own football team, budget for team-lunches, branded gifts
- One of the best IT employers in Lviv based on DOU rating
Recruiter Yuliia Nochovna
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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