Senior Customer Experience Analyst – Enterprise Digital CX Strategy, AI Integration, and Platform Architecture for Luxury Hospitality at brighthush

About brighthush and the Luxury Hospitality Landscape

brighthush is a forward‑thinking technology partner that empowers global luxury hospitality brands to deliver unforgettable digital experiences. With a portfolio that spans high‑traffic web portals, mobile applications, and omnichannel customer journeys, we help our clients transform raw data into actionable insights, streamline operations, and create seamless interactions for guests worldwide. Our mission is to fuse cutting‑edge analytics, AI, and platform engineering into a single, scalable solution that elevates every touchpoint of the customer journey.

Why This Role Matters

As a Senior Customer Experience Analyst, you will be the linchpin between business strategy and technical execution. You’ll architect enterprise‑scale CX solutions, drive AI‑powered enhancements, and ensure that every digital interaction reflects the brand’s luxury promise. Your work will directly influence guest satisfaction scores, loyalty metrics, and the bottom line for a leading global hospitality brand.

Key Responsibilities

Platform Architecture & Enterprise Deployment

• Lead the design, implementation, and continuous optimization of Qualtrics and complementary analytics platforms across multiple global properties.
• Develop and maintain a robust data governance framework, ensuring taxonomy consistency, data quality, and compliance with privacy regulations.
• Own end‑to‑end data pipelines, making critical decisions on data integrity, transformation, and storage.
• Conduct rigorous QA and troubleshooting of complex implementations, creating playbooks that standardize best practices.

Platform Innovation Pipeline & Global Rollout

• Own the innovation pipeline, collaborating with cross‑functional teams to prototype, test, and validate new features and AI capabilities.
• Build and maintain a testing and validation platform that supports rapid experimentation and iterative improvement.
• Orchestrate global rollout strategies, managing change, adoption metrics, and stakeholder communication.
• Define and manage the roadmap for emerging technologies, evaluating timing, sequencing, and integration impact.
• Forge and nurture vendor partnerships that align with the product roadmap and business objectives.

Customer‑Centric Analytics & Insight Generation

• Design and maintain categorization, sentiment, and journey models using XM Discover and other analytics tools.
• Develop and refine NPS, CSAT, CES, and effort scoring frameworks, ensuring they drive actionable insights.
• Create dynamic dashboards and reporting solutions that empower business leaders to make data‑driven decisions.
• Collaborate with marketing, operations, and product teams to translate insights into tangible improvements.

AI & Automation Leadership

• Evaluate, test, and build AI/RAG/agentic capabilities such as intelligent routing, automated responses, and multi‑step workflow automation.
• Integrate machine learning models and LLMs into the CX stack, ensuring they enhance user experience without compromising privacy.
• Lead the deployment of AI‑powered analytics that surface predictive insights and trend alerts.

Essential Qualifications

• Minimum 3 years of experience blending business and technology in CX, analytics, or platform roles.
• At least 2 years of hands‑on deployment of Qualtrics for enterprise clients.
• Deep expertise in XM Discover, including building and maintaining categorization, sentiment, and journey models.
• Mastery of CX metrics: NPS, CSAT, CES, sentiment enrichment, effort scoring, and framework design.
• Proficiency in dashboard creation, ticketing systems, and categorization models.
• 3+ years of architecting enterprise‑scale digital CX solutions.
• Solid foundation in HTML/CSS and web architecture principles.
• Foundational knowledge of AI technologies: machine learning, LLMs, RAG architectures, and agentic AI systems.
• Hands‑on experience with CX AI, including evaluation, testing, or building AI/RAG/agentic capabilities.
• Qualtrics Certification (CXO or Designer/Architect equivalent).
• Upper‑Intermediate or Advanced English (B2+).

Preferred Qualifications

• Previous experience in luxury hospitality or premium retail sectors.
• Familiarity with Salesforce and Databricks ecosystems.
• Background in Marketing Technology (MarTech) or Digital Analytics.

Skills & Competencies

• Strategic Thinking – Ability to translate business goals into technical roadmaps.
• Analytical Acumen – Strong quantitative skills and data‑driven decision making.
• Project Management – Proven track record of managing multiple concurrent initiatives.
• Communication – Excellent written and verbal communication, capable of translating complex concepts to non‑technical stakeholders.
• Collaboration – Comfortable working with cross‑functional teams, including product, engineering, marketing, and operations.
• Adaptability – Thrives in a fast‑paced, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, we believe that continuous learning fuels innovation. As a Senior Customer Experience Analyst, you will:

• Lead high‑impact projects that shape the future of digital CX for a global luxury brand.
• Mentor junior analysts and contribute to the development of internal knowledge bases.
• Participate in advanced training programs, including paid certifications in Qualtrics, AI, and data science.
• Attend industry conferences, webinars, and tech talks to stay ahead of emerging trends.
• Progress into leadership roles such as CX Strategy Lead, Platform Architect, or Head of Digital Experience.

Work Environment & Culture at brighthush

brighthush champions a culture of innovation, inclusivity, and work‑life balance. Our fully remote model empowers you to work from anywhere, while our offices in Lviv and Kyiv offer collaborative spaces for those who prefer in‑person interaction. We celebrate diversity, encourage curiosity, and reward creativity.

Compensation, Perks, and Benefits

• Competitive salary package aligned with industry standards for senior CX roles.
• Fully remote work with flexible hours, plus optional office access in Lviv and Kyiv.
• Paid vacation, sick leave, and additional personal days.
• Relocation bonus for candidates moving to Lviv or Kyiv.
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