Customer Experience (Cx) Engineer

GXM is excited to hire a Customer Experience (CX) Engineer with experience in Human-centered Design (HCD) to join one of our project delivery teams. This is a full-time exempt position which can be done remotely. Preference will be given to candidates in the Washington, DC area.

GXM is a team of creative professionals focused on solving problems for end users. We focus on turning innovation into actual application working with clients who need rapid problem solving and solution development for their organizations. If you are interested in working on challenging problems, having fun along the way with a group of passionate professionals, and making a difference for end users, you’ll fit right in.

GXM provides a comprehensive benefits package. Our benefits include medical, dental, and vision insurance, employer-paid life insurance, short term and long-term disability, 401(k) plan with employer matching, Flexible Spending Account, employer-paid parking, flexible Paid Time Off policy, and 11 Federal holidays.

Responsibilities

• Conduct and facilitate research on stakeholders, end users, market solutions, digital analytics data, emerging technologies, and current solutions to define user-centric solutions for the customer
• Conduct usability testing and gather user feedback to validate and refine customer experience solutions, ensuring they are intuitive, user-friendly, and aligned with customer expectations
• Conduct ethnographic research to expose needs, pain points, preferences, and constraints and synthesize information to develop comprehensive maps to optimize the end-to-end customer experience
• Use HCD approaches, tools, techniques, and technologies to evaluate behaviors of target groups and translate this knowledge into actionable information and system designs to drive and optimize programs, products, and services
• Design, develop, and deploy customer experience solutions, such as chatbots, voice assistants, self-service portals, and personalized experiences, utilizing cutting-edge technologies and tools
• Stay updated with industry trends, emerging technologies, and best practices in CX engineering, and proactively propose and implement improvements to enhance the overall customer experience
• Guide research and design activities to help stakeholders and program teams discover, understand, and apply human-centered design methods to improve service delivery
• Analyze customer data, feedback, and metrics to derive insights, identify trends, and make data-driven recommendations for enhancing customer experiences
• Develop standards and best practices for project teams to foster user experience design and agile delivery
• Use advanced consulting skills, technical expertise, and industry knowledge to engage with key stakeholders to understand their requirements, gather feedback, and provide regular updates on the progress of customer experience initiatives
• Provide guidance, mentorship, and knowledge sharing to junior CX engineers, fostering a collaborative and high-performance work environment
• Facilitate ideation sessions to generate innovative solutions and use prototyping and iteration techniques to refine solutions to improve policy, programs, products, and services
• Collaborate with UX/UI designers, developers, product managers, and other stakeholders to align on customer experience goals and ensure seamless integration of CX solutions into existing systems
• Lead cross-functional teams through the design process including problem definition, design research, prototyping, testing, and delivery

• Experience using collaboration and design tools, such as Miro, Mural and Adobe Creative Suite
• Experience with customer journey mapping and persona development
• 5+ years of experience in CX engineering or a related field, with a proven track record of designing and implementing successful customer experience solutions
• Solid understanding and experience designing and developing for Accessibility (e.g., Web Content Accessibility Guidelines (WCAG), Section 508)
• Experience developing and facilitating design strategy sessions for requirements gathering, data collection, interpreting results, and gaining insights and recommendations
• Knowledge of natural language processing (NLP), machine learning, and AI technologies
• Advanced experience with PowerPoint, Word, and Excel
• Proficiency in programming languages such as Java, Python, or JavaScript, and experience with front-end and back-end development frameworks
• Bachelor’s degree in computer science, engineering, human-computer interaction, or a related field. Advanced degree preferred
• Familiarity with customer experience platforms, CRM systems, and customer analytics tools
• U.S. citizenship required
• Experience implementing modern user-centered and human-centered design strategies, practices, and methodologies
• Strong problem-solving skills and the ability to think creatively to develop innovative CX solutions
• Excellent analytical skills and the ability to derive insights from complex data sets
• Experience leading Agile teams, with the capability to guide and mentor junior team members
• Exceptional communication and collaboration skills, with the ability to engage with technical and non-technical stakeholders
• Experience producing prototypes, process maps, journey maps, personas, service blueprints, and other visual methods for presenting insights to stakeholders
• Knowledge of design system support tools such as Miro, Mural, Figma, Sketch, or Balsamiq

Desired

• Active secret security clearance or above
• Human-Centered or User-Centered Design Certification

GXM reserves the right to forward all materials submitted with applications to third parties that may be involved in the evaluation process.

An employee’s compensation and benefits are personal information. GXM will not discharge, or in any other manner, discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. 41 CFR § 60-1.35

GXM is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or military status.

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