Customer Experience Analyst (Brazil, remote)
About The Position
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.
Requirements
- 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 Haves
- Previous experience in luxury hospitality or premium retail sector
- Salesforce experience
- Databricks experience
- Background in Marketing Technology (MarTech) or Digital Analytics
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
