Experience Management (XM) Analyst

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

Desirable Skills

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