Job Description
The Experience Engineer exists to close the gap between customer experience, employee experience, and the underlying processes that shape those experiences. While operational improvements are often designed from a systems or efficiency perspective, customer and employee outcomes are not always considered end-to-end, resulting in friction, rework, and inconsistent service delivery.
This role applies a structured, human-centred and process-led approach to experience design, ensuring that customer journeys and internal processes are intentionally designed together. The Experience Engineer works to simplify interactions, reduce effort, and improve clarity for customers and employees, while ensuring redesigned experiences are operationally feasible, compliant, and measurable.