To enhance customer satisfaction by aligning backend systems, support channels, and service processes with the needs of both internal and external customers. The CX Engineer ensures seamless, data-driven, and efficient customer experiences across all touchpoints.

Key Responsibilities

• Customer Journey Optimization Analyze and improve customer interactions across digital and physical platforms.
• Cross-Functional Collaboration Work with product, IT, marketing, and support teams to identify and resolve CX gaps.
• Technology Integration Evaluate and implement third-party tools (e.g., CRM, contact center platforms) to improve service delivery.
• Performance Monitoring Track KPIs and service metrics to assess and enhance customer experience.
• Process Engineering Design workflows and automation solutions to streamline customer-facing operations.
• Project Management Lead CX-related initiatives from discovery to rollout, ensuring operational readiness.
• Feedback Analysis Collect and interpret customer feedback to drive continuous improvement.