ABOUT FOUR SEASONS:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

CUSTOMER EXPERIENCE PLATFORM ANALYST

The Customer Experience (CX) Platform Analyst will play a key role in implementing, optimizing, and managing our CX platforms, ensuring they deliver actionable insights and operational efficiency for the business. This role is ideal for someone with strong technical expertise, cross-functional collaboration skills, and a passion for luxury hospitality. You will be responsible for integrating systems, building surveys, analyzing customer data, developing dashboards, and supporting cross-department initiatives that elevate guest and resident experiences across Four Seasons Hotels, Resorts, and Residential properties.
This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Manager, Customer Experience Platform. This role involves interactions with primarily internal stakeholders at various levels.

• Manage and optimize the Qualtrics platform, including Text iQ, dashboards, and reporting tools.
• Build, test, and launch surveys in Qualtrics, ensuring alignment with brand standards and data accuracy.
• Maintain and enhance XM Discover implementations, ensuring data quality and actionable insights.
• Design, implement, and document Xflow workflows to support automation and closed-loop processes.
• Lead and support API integrations between CX platforms and other business systems.
• Use Miro and other visualization tools to map platform integrations, processes, and governance frameworks.
• Build, configure, and maintain dashboards and data visualizations that effectively communicate key findings.
• Manage project timelines and deliverables in Monday.com, ensuring transparency and accountability.
• Apply Agile methodology principles to manage sprints, prioritize tasks, and deliver on time.
• Collaborate with cross-functional teams including Governance, Legal, Data, Marketing, and Operations.
• Analyze qualitative and quantitative data to uncover trends, correlations, and opportunities for improvement.
• Support user access management, training, and troubleshooting.
• Continuously enhance your knowledge of customer experience platforms and industry best practices.
• Manage relationships with external vendors, ensuring service quality and alignment with project timelines and business objectives.