Experience Engineer

The Experience Engineer must demonstrate curiosity, analytical discipline, and empathy in understanding how customers and employees interact with Guardian’s processes and services.

JOB OVERVIEW:
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