Customer Experience Engineer Job Listing at Brinks in Coppell, TX (Job ID R55037)

Description

Brinks Texas License #C00550

About Brink's:

The Brink's Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 52 countries serves customers in more than 100countries.

Brink's has been a trusted partner in securing commerce for more than 165 years. Together, every Brink's Team Member is committed to providing the highest levels of service and support to our customers. We take pride in our work, and we share a passion about our future. Learn why so many people have made the choice to join our team – and stay here.

We believe that our team should be reflective of the customers we serve every day around the world. We believe in building partnerships that secure commerce and doing that requires fostering an inclusive culture that values people with diverse backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.

Job Description

As a Customer Experience Engineer on the Customer Experience team, you will be responsible for designing, analyzing, and optimizing workflows with a customer focus for the services, platforms and products we bring to market. This role includes developing, configuring and optimizing customer-facing journeys that support the company's business goals. As you oversee the design and implementation of exceptional customer-focused process strategies, you will manage process resources, optimize current processes and maintain process documentation. This role is pivotal in designing, measuring, and improving customer interactions across the entire lifecycle—from initial engagement to long-term satisfaction. By applying engineering principles to customer experience, you will help create a structured, data-driven approach to delivering value and driving customer success.

Key Accountabilities

•Assess existing customer journeys to identify opportunities for improving efficiency and outcomes while aligning with business goals. •Create & document comprehensive journey maps that include all possible paths and customer states to pinpoint areas of value both for the customer and the business •Collaborate with product, process engineering, and technology teams to ensure alignment between requirements, process flows, and customer journey expectations. •Align performance scorecard reporting and KPI/Performance Metrics with Customer Experience objectives and design. •Advocate for and support the design and implementation of new channels, service offerings, and customer journeys across our platform and tools. •Translate customer journey definitions into functional and technical requirements. •Document customer-facing processes to identify opportunities for improvement, automation, and self-service. •Enhance customer experience engineering by identifying challenges, recommending solutions, and implementing directives. •Implement closed-loop corrective actions for emerging process issues. •Analyze current and future customer needs by assessing potential and existing customer bases to determine service requirements. •Establish procedures and controls for customer-focused process management, ensuring best practices, proper documentation, monitoring mechanisms, and formal sign-off for updates that will impact our customers. Responsibilities: Customer Journey Mapping & Experience Design •Design and implement customer journey maps that analyze interactions across hardware, software, and services. •Identify key touchpoints and pain points in the customer journey and create targeted solutions to enhance satisfaction and engagement. •Develop experience blueprints that align customer needs with business goals, ensuring a consistent and seamless experience across all platforms. Measurement, Analytics, & Optimization •Establish key performance indicators (KPIs) and metrics to measure customer experience effectiveness. •Use data analytics, behavioral insights, and feedback loops to continuously improve customer interactions. •Implement instrumentation strategies to track user progress, engagement, and satisfaction, enabling proactive experience management. Process Engineering & Continuous Improvement •Apply lean and agile methodologies to refine and optimize customer-facing processes, ensuring repeatability and reliability. •Collaborate with product, engineering, support, and sales teams to embed customer experience principles into product development and service delivery. •Develop automation and proactive support mechanisms to anticipate customer needs and prevent issues before they arise. Cross-Functional Collaboration & Implementation •Work closely with UX/UI designers, software developers, and hardware engineers to ensure a cohesive, intuitive, and customer-first product experience. •Serve as a customer advocate, influencing decision-making and strategic initiatives to align with real-world customer expectations. •Lead customer experience workshops and training sessions to enhance CXE knowledge across teams.

Knowledge / Skills / Abilities

•Strong knowledge of customer journey mapping, service blueprints, experience measurement frameworks, and data-driven decision-making. • 5+ years of experience in customer experience engineering, user journeys, process improvement, or systems engineering. •Experience working with hardware, software, and services ecosystems and understanding how integrated solutions impact customer experience. •Bachelor's or Master's degree in Engineering, Human Factors, Business, Data Science, or a related field. •Strong problem-solving skills and ability to translate complex customer needs into structured, actionable insights. •Experience identifying CX-focused metrics and KPIs and associated mechanisms for reporting. •Proficiency in analytics tools (Google Analytics, Power BI, Tableau, etc.), journey mapping software, and customer feedback platforms. •Excellent communication, collaboration, and project management skills. What's Next? 

Thank you for considering applying for a job at Brink's. To be considered for this position, you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature.

Upon completion of the application process, you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brink's. For more information about future career opportunities, join our talent network, like our Facebook page or Follow us on X.

Brink's is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or history or any other characteristic protected by law. Brink's is also committed to providing a drug-free workplace.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

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