Senior CX Engineer

Job Overview

About the Role

Woods Bagot is looking for a Senior Customer Experience (CX) Engineer to bridge the gap between software engineering, product design, and customer success. In this role, you will design, implement, and optimize end-to-end digital touchpoints to elevate the user journey and ensure frictionless customer interactions.
You will work closely with product managers, UX designers, and technical teams to identify customer pain points, architect automated workflows, build intuitive self-service features, and continuously refine user-facing applications based on real-time feedback and behavioral data.

Responsibilities

• CX Architecture & Development: Design, build, and deploy customer-facing platform features, integration touchpoints, and automated service workflows across web and mobile channels.
• Customer Journey Optimization: Analyze user journeys, behavior telemetry, and support escalation patterns to proactively address usability issues and implement technical improvements.
• Integrations & APIs: Develop and maintain integrations between core product systems, CRM tools, customer feedback platforms, and support ticketing platforms (e.g., Zendesk, Salesforce, Segment).
• Cross-Functional Leadership: Partner with Product, Marketing, and Customer Support teams to establish technical CX metrics, SLA performance tracking, and user feedback loops.
• Continuous Improvement: Conduct root-cause analyses on recurring customer friction points, propose architectural fixes, and optimize platform reliability and response times.

Required Skills & Qualifications

• Technical Proficiency: Strong background in full-stack web technologies (JavaScript/TypeScript, React/Vue, Node.js, and REST/GraphQL APIs).
• CX & Analytics Tools: Experience implementing and customizing CX analytics, customer data platforms (CDP), and CRM platforms (e.g., Segment, Mixpanel, Salesforce, Zendesk).
• Data & Problem Solving: Proficiency in querying user data using SQL, tracking conversion/retention metrics, and translating customer feedback into engineering solutions.
• Communication & Empathy: Strong technical communication skills with a proven track record of translating complex technical issues into clear business and user insights.
• System Design: Experience architecting scalable frontend and backend systems with a focus on user accessibility, responsiveness, and performance.

Benefits & Perks

• Competitive Compensation: High base salary with additional performance bonus opportunities.
• Health & Wellness: Comprehensive medical, dental, and vision insurance coverage.
• Paid Time Off: Generous PTO allowance, vacation time, and paid company holidays.
• Retirement Options: 401(k) retirement plan with employer matching.
• Professional Growth: Continuous learning stipends, certification coverage, and career advancement programs.