Customer Experience Analyst

ApplyMint; California (MO); Hybrid; USD 90,000 - 130,000; Full time

Job summary

ApplyMint seeks a Customer Experience Analyst to join a luxury hospitality CX initiative. The role requires deep CX analytics, Qualtrics deployment experience, XM Discover expertise, and proficiency with NPS, CSAT, CES metrics, plus AI-enabled CX capabilities.

Ideal candidates have 3+ years combining business and technology in CX/analytics roles, strong English (B2+), and a background in enterprise digital CX solutions with HTML/CSS foundations.

Qualifications

• 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.
• 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+)

Skills

CX analytics

Qualtrics deployment

XM Discover

NPS CSAT CES

Dashboards

AI basics

HTML/CSS basics

English proficiency (B2+)

AI/Machine Learning concepts

Agentic AI concepts

Tools

Qualtrics

XM Discover

Qualtrics Certification

Job description

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 solu

Key Highlights

• 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

Qualifications

Required Qualifications

• 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+)
• 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+)
• 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+)

Preferred Qualifications

• Previous experience in luxury hospitality or premium retail sector
• Background in Marketing Technology (MarTech) or Digital Analytics