About the role
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.
About the location:
Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.
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.
What You’ll Be Doing
- 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.
What You Bring:
- Bachelor’s degree in Computer Science, Information Systems, Engineering (TELCO, IT) or related disciplines.
- Qualtrics CoreXM Level 1 & Level 2 certified.
- Proven experience with XM Discover and Text iQ.
- Proficiency in Qualtrics dashboards and reporting.
- Strong experience building and managing surveys in Qualtrics.
- Experience building and maintaining workflows using Xflow.
- Integration Skills: Hands-on experience with API integrations and automation workflows.
- Experience managing projects in Monday.com or related project management tool.
- Working knowledge and application of Agile methodology in project delivery.
- Ability to use Miro or similar tools for integration and process visualization.
- Demonstrated success working with cross-functional teams.
- Experience in the luxury industry, with a focus on hotels and/or residential operations.
- 2–4 years of experience in SaaS platforms, CX analytics, or related technical roles.
- Strong analytical skills and technical aptitude, with exposure to HTML, CSS, or JavaScript.
- Proficiency with data analysis and visualization tools such as Excel or Power BI.
- Excellent communication skills to present data-driven insights to stakeholders.
- Ability to manage multiple priorities in a collaborative, fast-paced environment.
- Proven vendor management experience, including coordinating with external technology providers to ensure contract compliance, service quality, and timely delivery.
- Knowledge of Single Sign-On (SSO) integrations for secure and seamless platform access.
- Demonstrated ability to evaluate, onboard, and oversee third-party vendors, ensuring compliance with contractual obligations and performance standards.
Nice to have:
- Full-stack development experience.
- Experience with the following programming languages: Java Script , Python, C++, SQL.
This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario #LI-Hybrid
Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.
About the role
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.
About the location:
Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.
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.
What You’ll Be Doing
- 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.
What You Bring:
- Bachelor’s degree in Computer Science, Information Systems, Engineering (TELCO, IT) or related disciplines.
- Qualtrics CoreXM Level 1 & Level 2 certified.
- Proven experience with XM Discover and Text iQ.
- Proficiency in Qualtrics dashboards and reporting.
- Strong experience building and managing surveys in Qualtrics.
- Experience building and maintaining workflows using Xflow.
- Integration Skills: Hands-on experience with API integrations and automation workflows.
- Experience managing projects in Monday.com or related project management tool.
- Working knowledge and application of Agile methodology in project delivery.
- Ability to use Miro or similar tools for integration and process visualization.
- Demonstrated success working with cross-functional teams.
- Experience in the luxury industry, with a focus on hotels and/or residential operations.
- 2–4 years of experience in SaaS platforms, CX analytics, or related technical roles.
- Strong analytical skills and technical aptitude, with exposure to HTML, CSS, or JavaScript.
- Proficiency with data analysis and visualization tools such as Excel or Power BI.
- Excellent communication skills to present data-driven insights to stakeholders.
- Ability to manage multiple priorities in a collaborative, fast-paced environment.
- Proven vendor management experience, including coordinating with external technology providers to ensure contract compliance, service quality, and timely delivery.
- Knowledge of Single Sign-On (SSO) integrations for secure and seamless platform access.
- Demonstrated ability to evaluate, onboard, and oversee third-party vendors, ensuring compliance with contractual obligations and performance standards.
Nice to have:
- Full-stack development experience.
- Experience with the following programming languages: Java Script , Python, C++, SQL.
This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario #LI-Hybrid
Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.