About this role
The CX Research & Modeling Analyst will own and architect the enterprise text analytics program using Qualtrics XM and other tools to transform unstructured customer feedback into actionable insights. You'll design taxonomies, build NLP-based models, and ensure data governance, with partnerships across CX researchers and business stakeholders.
Key Responsibilities
- Design and optimize text analytics models in Qualtrics Engage / XM Discover
- Build scalable taxonomy and governance
- Maintain taxonomy documentation and quality controls
- Audit and maintain model accuracy and classification integrity
- Collaborate with CX researchers and stakeholders on metrics like NPS, CSAT, CES
Technical Overview
Focus on rule-based topic modeling, taxonomy frameworks, sentiment analysis; integrate with VoC metrics (NPS, CSAT, CES); use Qualtrics Engage/XM Discover, Medallia; build scalable frameworks; maintain documentation.
Ideal Candidate
The ideal candidate is a mid-level CX analytics professional with 2+ years of text analytics experience and hands-on use of Qualtrics Engage/XM Discover and Medallia. They design taxonomies, build NLP models, and translate customer feedback into actionable insights aligned with NPS/CSAT/CES metrics.
Must-Have Skills
2+ years of experience in text analyticscustomer experience or Voice of the Customer analyticsor similar rolesHands-on experience with Qualtrics EngageXM DiscoverMedalliaincluding building rule-based topic modelstagging structuresand taxonomy frameworksWorking knowledge of natural language processing (NLP) and machine learning in text classificationtopic modelingand sentiment analysisStrong understanding of CX metrics and surveys such as NPSCSATCESExit SurveysAbility to gather stakeholder inputunderstand business contextand translate feedback into structured model updatesProficiency with Microsoft ExcelFamiliarity with basic research methodologies (survey design principlesbias mitigation)Strong project management skillsHigh attention to detail with systems thinkingBachelor's degree in a related field or equivalent experience
Nice-to-Have Skills
Experience in PaymentsFinTechand/or POS systemsBackground in designing or governing enterprise-level taxonomies or text analytics structures across multiple business unitsExposure to call center or chatbased CX feedbackFamiliarity with mixedmethods CX research processes such as journey mappingqualitative interviewingor thematic codingAbility to connect customer signals to business implicationsComfort partnering with BI or data teams; familiarity with basic data modeling concepts
Tools & Platforms
Qualtrics EngageQualtrics XM DiscoverMedalliaMicrosoft Excel
Required Skills
Qualtrics EngageQualtrics XM DiscoverMedalliaNatural Language ProcessingNLPrule-based topic modelingtaxonomy developmentsentiment analysisNPSCSATCESExit SurveysExcelsurvey design principlesbias mitigationstakeholder managementdata governancemodel auditstext analyticsvoice of the customer
Hard Skills
Qualtrics EngageQualtrics XM DiscoverMedalliaNatural Language ProcessingNLPRule-based topic modelingTaxonomy developmentSentiment analysisExcelSurvey design principlesBias mitigationData governanceModel auditsText analyticsVoice of the CustomerNPSCSATCESExit Surveys
Soft Skills
CollaborationCommunicationAttention to detailProject managementStakeholder managementDocumentation
Keywords for Your Resume
CX Research & Modeling AnalystVoice of the CustomerVoCtext analyticsNatural Language ProcessingNLPmachine learningrule-based topic modelingtaxonomysentiment analysisQualtrics EngageQualtrics XM DiscoverMedalliatopic modelingtaxonomy developmentnpscsatcesexit surveysExcelsurvey design principlesstakeholder managementNPSCSAT
Deal Breakers
Less than 2 years of text analytics or VoC experience, No hands-on experience with Qualtrics Engage or XM Discover or Medallia, No Excel proficiency, No experience with survey design principles
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