Customer Experience Analyst, TechMagic

Imagine shaping the digital experience for a globally recognized leader in luxury hospitality. At TechMagic, we are seeking a highly skilled Customer Experience Analyst to join our team, working directly with a prestigious client. This is a thrilling, enterprise-level opportunity for someone who thrives on crafting seamless digital journeys across high-traffic web solutions and complex integrations, impacting users around the globe. Ready to make a significant impact from anywhere in the world?

Overview

This fully remote, worldwide opportunity places you at the heart of an ambitious project. You will play a pivotal role in ensuring an impeccable digital experience for users across the globe, collaborating with a world-renowned client in luxury hospitality. The work involves managing both large-scale strategic initiatives and multiple concurrent smaller projects within a dynamic, fast-paced environment, ensuring a seamless digital presence for users worldwide.

Key Responsibilities

Your day-to-day will involve a diverse range of responsibilities focused on elevating our client's digital CX capabilities. Specifically, you will:

Lead the strategic design, implementation, optimization, and expansion of enterprise-scale digital CX capabilities.
Masterfully deploy and manage Qualtrics for our enterprise client, bridging technical excellence with platform strategy.
Leverage your expertise in XM Discover to build and maintain sophisticated categorization, sentiment, and journey models.
Design and implement robust frameworks around key XM metrics, including NPS, CSAT, CES, Sentiment enrichment, and Effort scoring.
Develop and manage comprehensive dashboards, ticketing systems, and categorization models to provide actionable insights.

Requirements

To excel in this role, we are looking for a professional with a proven track record. You should bring:

At least three years of experience combining business acumen with technology skills, ideally in CX, analytics, or platform management roles.
A minimum of two years deploying Qualtrics specifically for enterprise clients.
Demonstrated XM Discover expertise, encompassing the creation and maintenance of categorization, sentiment, and journey models.
Mastery of XM metrics, such as NPS, CSAT, CES, Sentiment enrichment, and Effort scoring, along with the ability to design effective frameworks.
Experience in developing and managing dashboards, ticketing systems, and robust categorization models.
Over three years of experience architecting enterprise digital CX solutions.
Proficiency in HTML/CSS and web technologies.

What You'll Gain

Joining TechMagic means stepping into a role where your contributions genuinely matter. You will:

Drive significant impact on a global scale, shaping the digital future for a luxury hospitality leader.
Work with cutting-edge technologies and platforms like Qualtrics and XM Discover in an enterprise setting.
Thrive in a dynamic, supportive, and fully remote environment, collaborating with talented professionals worldwide.
Expand your expertise in both business strategy and advanced CX technology, fostering continuous professional growth.