Job Description

Job Summary:


We are seeking an experienced Experience (XP) Professional to support digital product teams in measuring, analysing, and improving user experience across web and mobile platforms. This role involves conducting research, collecting experience data, designing feedback mechanisms, and driving actionable improvements through dashboards, insights, sentiment analysis, and survey-based data flows.

Key Responsibilities

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Conduct user research to understand customer needs, preferences, and pain points. Develop and maintain personas and customer journey maps. Identify experience measurement touchpoints and define relevant KPIs. Design, build, and configure surveys with complex logic, branching, display/skip rules. Configure automated workflows and digital intercept triggers. Assign topics and run sentiment analysis on qualitative feedback (e.g., Text iQ). Build and maintain dashboards to present findings to stakeholders. Perform competitor analysis and summarise key insights. Design data flow architectures, including API-based integrations for feedback data. Troubleshoot survey logic, data issues, user access, and configuration errors. Test survey flows, accessibility compliance, and data verification prior to deployment. Write user stories in Jira based on agreed breakdowns of work. Communicate clearly and empathetically with users and internal stakeholders. Recommend data-driven actions to improve experience performance metrics.

Requirements

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Experience

Minimum

8 + years

of relevant experience in Experience Management, Customer Experience, Survey Engineering, or related digital analytics functions.

Technical Skills

Hands-on experience implementing and managing an XM survey platform (e.g., advanced survey logic, intercept configuration, Text iQ sentiment analysis, dashboards). Ability to work with behavioural (B-Data), operational (O-Data), and experience (X-Data). * Familiarity with creating and troubleshooting workflows and integrations (API-driven).