Responsibilities

• Lead the strategic design and implementation of enterprise-scale digital customer experience (CX) capabilities.
• Oversee the optimization and expansion of CX initiatives using Qualtrics and other analytics platforms.
• Manage both large-scale projects and multiple smaller projects to ensure a seamless digital experience for users globally.
• Coordinate with cross-functional teams to bridge technical excellence with platform strategy.
• Utilize XM Discover to build and maintain categorization, sentiment, and journey models.
• Implement and analyze key metrics including NPS, CSAT, CES, and sentiment enrichment.
• Create and manage dashboards, ticketing systems, and categorization frameworks.
• Architect enterprise-level digital CX solutions that are scalable and effective.
• Educate and guide team members on HTML/CSS and web architecture principles as needed.

Requirements

• Minimum of 3 years of experience in customer experience, analytics, or platform roles combining business and technology.
• At least 2 years of experience deploying Qualtrics for enterprise clients.
• Expertise in XM Discover with proficiency in building categorization and sentiment models.
• Strong understanding of key CX metrics and their application in digital strategies.
• Experience in architecting enterprise digital CX solutions and familiarity with HTML/CSS.
• Proven ability to work in a fast-paced, dynamic environment managing multiple projects simultaneously.
• Excellent communication and collaboration skills to work effectively with various stakeholders.

Benefits

• Opportunity to work with a globally recognized leader in the luxury hospitality sector.
• Dynamic and collaborative work environment with a focus on innovation.
• Competitive salary and benefits package.
• Professional development opportunities to enhance your skills and career growth.
• Flexible working arrangements to support work-life balance.
• Access to cutting-edge tools and technologies in digital customer experience.