Customer Experience Analyst

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Overview of the Position

The role of Customer Experience Analyst offers a unique opportunity to work with TechMagic, a reputable company specializing in creating top-tier digital solutions. The company collaborates with a globally recognized leader in the luxury hospitality sector, focusing on an enterprise-level project geared towards high-traffic websites and complex digital integrations. The analyst will be immersed in a dynamic work environment, responsible for managing both large-scale initiatives and multiple concurrent smaller projects aimed at ensuring a seamless digital experience for users worldwide.

Responsibilities

In this position, the Customer Experience Analyst will undertake a variety of tasks aimed at improving customer engagement and enhancing the overall user experience. The key responsibilities include:

• Platform Architecture & Enterprise Deployment: This involves conducting quality assurance on complex implementations, ensuring consistent data governance, and maintaining taxonomy integrity across the enterprise.

• Platform Innovation Pipeline & Global Rollout: Analysts will own the innovation pipeline involving co-innovation strategies, managing Proof of Concepts (PoC), as well as developing a testing and validation platform for new features. The global rollout strategies will also be their responsibility, which includes managing change effectively and monitoring adoption metrics.

• Vendor Partnerships Management: The role requires managing vendor partnerships that align with the product roadmap to enhance technological capabilities.

Required Skills and Experience

To qualify for the Customer Experience Analyst position, the candidate must possess a specific set of skills and experiences, including:

• Experience and Background: At least 3 years of experience that combines both business and technology roles within Customer Experience (CX), analytics, or platform roles. A minimum of 2 years should involve deploying Qualtrics for enterprise clients.

• Qualtrics and Analytics Expertise: The candidate should have expertise in XM Discover, including building and maintaining categorization, sentiment, and journey models. Mastery of XM metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), sentiment enrichment, and effort scoring frameworks is also required.

• Technical Skills: Proficiency in HTML/CSS and foundational knowledge of web architecture is necessary. An understanding of emerging technologies like AI, machine learning, and agentic AI systems is highly desirable. Hands-on experience with CX AI tasks, such as developing intelligent routing, automated responses, and AI-powered analytics, is a significant plus.

  

• Certification and Language Proficiency: A Qualtrics Certification (either CXO or Designer/Architect equivalent) is required, alongside upper-intermediate or advanced proficiency in English (B2+).

Nice-to-Have Qualities

While not mandatory, candidates with the following experiences are preferred:

• Previous work in the luxury hospitality or premium retail sector.
• Experience with Salesforce and Databricks.
• A background in Marketing Technology (MarTech) or Digital Analytics can also boost a candidate's application.

Work Environment and Benefits

This position is fully remote and offers a supportive work environment with modern tech stacks and prestigious clientele. The benefits include:

• Full-time employment with the flexibility to work from anywhere.
• Paid vacations and sick leave, including additional days off and a relocation bonus if needed.
• Wellness benefits, including medical insurance, sport compensation, health check-ups, and flu vaccinations.
• Educational opportunities, with regular tech talks, courses, paid certifications, and English classes.
• Sociable work culture, including a company football team, team lunches, and branded gifts.
• Recognized as one of the best IT employers in Lviv, as rated by DOU.

Interview Process

Interested applicants will undergo a structured interview process that includes:

• An initial call with a recruiter.
• A technical interview to gauge the candidate's skills and experience.
• A client technical interview to assess the candidate's fit for the specific project and client needs.

Conclusion

The Customer Experience Analyst position at TechMagic represents an exciting career opportunity for individuals seeking to step into a pivotal role in the digital transformation landscape of the luxury hospitality sector. With a blend of essential skills and experiences, candidates will not only contribute significantly to the success of enterprise-level projects but also enjoy a comprehensive benefits package and a flexible working environment. The chance to work with cutting-edge technologies, coupled with the opportunity for professional growth, makes this position highly attractive for qualified applicants.

This job offer was originally published on jobicy.com