CX Engineer

About the job 

This role partners with local and global engineering teams to drive data-driven decision-making, optimize engineering operations, and enhance business performance. The position leads portfolio governance, analytics strategy, and continuous improvement efforts across residential engineering platforms. 

Key Responsibilities 

Portfolio & Program Management 

• Lead and track engineering productivity across residential platforms 

• Coordinate and manage strategic project portfolios 

• Align projects with business priorities, budgets, and waterline decisions in partnership with Finance 

• Ensure accurate representation of parent/child project relationships within planning systems 

• Own governance of Planisware ecosystem (project structures, financials, resource tracking, reporting) 

Data Analytics & Insights 

• Lead data analysis initiatives using advanced statistical and analytical methods 

• Design experiments, develop models, and validate hypotheses 

• Identify trends, risks, and opportunities using data-driven insights 

• Develop algorithms or analytical approaches to uncover patterns and optimize processes 

• Communicate findings clearly to stakeholders across engineering and business functions 

KPIs & Process Excellence 

• Define, track, and report Residential Engineering KPIs aligned to strategic goals 

• Identify and mature key processes to improve efficiency and performance 

• Lead continuous improvement initiatives using Lean, Six Sigma, or similar methodologies 

• Conduct turnback and escape analysis to identify root causes and implement corrective actions 

Cross-Functional Collaboration 

• Serve as liaison between:  

• Residential Engineering 

• CSA Engineering Ops 

• CX and WHQ Engineering Ops 

• Partner with business stakeholders to define analytics needs and expected outcomes 

• Collaborate with analysts and SMEs to deliver actionable business solutions 

Additional Responsibilities 

• Support evolving organizational needs and strategic initiatives 

• Drive adoption of data tools, governance, and best practices 

Minimum Qualifications 

• Bachelor’s degree required with 7+ years in technical environments  
  OR 

• Advanced degree with 5+ years technical environments  

Preferred Qualifications 

• Strong experience in:  

• Data analytics, modeling, and statistical methods 

• Engineering or technical environments 

• Portfolio/project management tools (Planisware strongly preferred) 

• Knowledge of Carrier systems, processes, or organization 

• Experience with continuous improvement methodologies (Lean/Six Sigma) 

• Strong communication and stakeholder management skills