Experience Management (XM) Analyst

BITRALIS PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading technology firm in Singapore is seeking an experienced Experience Management (XM) Analyst to lead initiatives that improve customer and employee experiences using data insights. The role requires expertise in Qualtrics and strong analytical skills, with responsibilities that include managing surveys, conducting research, and collaborating across global teams.

Qualifications

• Minimum 7 to 8 years’ hands-on experience with Qualtrics XM platform.
• Proven experience in experience design and data analytics.
• Strong analytical skills to translate data into insights.

Responsibilities

• Conduct user and customer research to understand audience needs.
• Map customer journeys to enhance usability.
• Design solutions using multiple data insights.
• Manage Qualtrics surveys and ensure compliance.
• Support decision-making with actionable insights.

Skills

Experience design

Data analytics

Customer journey mapping

Feedback management

Analytical skills

Research skills

Storytelling skills

Communication skills

Stakeholder management

Education

Degree in Computer Science

Information Systems

Tools

Qualtrics

Power BI

Excel

Jira

Confluence

Job description

About the Role

We are seeking an experienced Experience Management (XM) Analyst to lead experience-driven initiatives and manage Qualtrics platform operations. The role involves working closely with digital and business teams to measure, analyze, and improve customer, user, and employee experiences using data insights and advanced XM tools.

Key Responsibilities

• Conduct user and customer research to understand target audience needs, preferences, and pain points.
• Map end-to-end customer journeys and identify key touchpoints to improve usability and satisfaction.
• Design and implement data-driven solutions combining Behavioral (B-Data), Operational (O-Data), and Experience (X-Data) insights.
• Build, configure, and manage Qualtrics surveys, dashboards, workflows, and intercepts, ensuring compliance with data protection and design standards.
• Perform data analysis, sentiment analysis (Text iQ), and reporting through dynamic dashboards and BI tools.
• Support stakeholder decision-making with actionable insights and continuous product experience improvements.
• Troubleshoot technical and data issues, validate survey logic, and ensure accessibility and testing before deployment.
• Document workflow logic, prepare research reports, and create user stories in project management tools (e.g., Jira, Confluence).
• Collaborate across global teams and adjust working hours to align with European and US time zones as required.

Qualifications & Experience

• Minimum 7 to 8 years’ hands-on experience with Qualtrics XM platform (survey logic, dashboards, API integrations, workflows).
• Proven experience in experience design, data analytics, customer journey mapping, and feedback management.
• Strong analytical, research, and storytelling skills — ability to translate data into meaningful insights.
• Skilled in Power BI, Excel, and data visualization tools.
• Proficiency in project management and agile methodologies (experience with Jira and Confluence preferred).
• Excellent communication, presentation, and stakeholder management skills.
• Degree in Computer Science, Information Systems, or related field preferred.

Desirable Skills

• Certifications: PMP, PRINCE2, or Design Thinking certification.
• Programming knowledge: JSON, DAX, JavaScript, or Python.
• Languages: German proficiency is a plus.
• Experience with data warehousing or advanced analytics is advantageous.