Are you a creative problem-solver with a passion for designing seamless, meaningful user experiences? We are seeking an Experience Engineer to lead the development and optimization of digital journeys that enhance customer satisfaction, engagement, and overall usability. This role blends technical expertise with human-centered design, driving innovative solutions that bridge business objectives with exceptional user experiences.
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.
JOB RESPONSIBILITIES:
1. Experience & Process Insight Generation
• Analyse customer journeys, internal process flows, service metrics, complaints, and frontline feedback to identify experience and process pain points.
• Conduct qualitative research (interviews, observation, workshops) to understand customer and employee experiences across key journeys.
• Develop clear problem statements linking experience issues to process, policy, or system drivers.
2. Journey Mapping & Process-Integrated Design
• Develop end-to-end customer journey maps and internal process maps for priority services and products.
• Produce service blueprints that link customer experience touchpoints with back-office processes, roles, systems, and controls.
• Identify breakdowns, inefficiencies, hand-offs, and duplication across the experience and process chain.
3. Experience & Process Redesign
• Co-design improved journeys and process flows with stakeholders across Business Units and Shared Services.
• Translate insights into redesign concepts that improve experience, reduce effort, and streamline operations.
• Work with other teams in the Delivery & Excellence Office to convert redesigns into actionable improvement backlogs and implementation plans.
4. Implementation Support & Validation
• Support Programme and Project teams by embedding experience and process considerations into solution design, testing, and rollout.
• Partner with Change Management to ensure redesigned experiences are supported by appropriate communication, training, and reinforcement.
• Validate post-implementation outcomes through experience feedback, operational metrics, and performance indicators.
5. Standards, Artefacts & Capability Enablement
• Contribute to experience and process design standards, templates, and methods within the Delivery & Excellence Office.
• Maintain high-quality journey maps, service blueprints, and process-experience artefacts in the central repository.
• Share insights, tools, and best practices to uplift experience and process thinking across the organisation.
EDUCATION & EXPERIENCE:
• Bachelor’s degree in Industrial Engineering, Business, Design, Psychology, Operations, or related discipline
• Formal training in CX, service design, Lean, or design thinking preferred
• 4–6 years’ experience in customer experience, process improvement, or service design roles
• Demonstrated experience linking experience improvements to process redesign
• Experience working with delivery, change, or CI teams
• Financial services or regulated industry experience preferred
ADDITIONAL REQUIREMENT
As a regulated entity with obligations under the Know Your Employee guidelines, a Certificate of Character is required.
PERSON SPECIFICATION:
The Experience Engineer must demonstrate curiosity, analytical discipline, and empathy in understanding how customers and employees interact with Guardian’s processes and services. They must balance creativity with practicality, ensuring experience improvements are grounded in operational reality. Integrity, collaboration, and persistence are essential to influence stakeholders and drive improvements that are sustainable, measurable, and aligned to enterprise objectives.
Applications will be treated with the utmost confidentiality.
The construction claims consultants with a distinguished, over 30-year track record, Guardian Group, now a division of YA, specializes in surety bond claims, construction defects, property & casualty claims, construction claims management, construction management and environmental claims & advisory services. No matter the size or complexity of your claim, case or issue, and regardless of geography, Guardian Group was engineered from the outset to deliver a more robust, more efficient, more enduring service value. Our regional offices make it so the right team of construction claims consultants may be deployed swiftly and cost-effectively.
Guardian Group serves surety bond companies, insurance carriers, law firms, municipalities, building owners and others with an unprecedented combination of forensic claims investigations and technical construction & engineering expertise. Guardian's seasoned professionals operate out of offices in Los Angeles, CA (Torrance), Sacramento, CA, Baltimore, MD (Bel Air), Dallas, TX, Fort Lauderdale, FL, Denver, CO, Nashville, TN and Phoenix, AZ.
Today, working in concert with YA, we provide you an unmatched team of technical experts, with 500+ people serving clients across the country, in Mexico and in England.
We look forward to connecting with you!
