Axi

2 weeks ago

CX Automation & Project Coordinator

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Drive the CX AI and automation programme end to end by turning the automation roadmap into delivered workstreams across the client journey. Own the CX automation backlog, gather requirements, write build-ready specifications, and coordinate implementation, including UAT and feedback loops. Serve as the first point of contact for operational and system challenges, optimize CRM tooling like Salesforce, and track ROI, deflection, and adoption while ensuring governance, documentation, monitoring, and regulatory compliance.

Location: Kuala Lumpur

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Key Responsibilities

•Own and maintain the CX automation roadmap and backlog, sequencing work across quarters and reporting status to CX management.
•Diagnose operational and system challenges raised by the CS team, implementing permanent scalable fixes and driving updates through resolution.
•Run requirement gathering and write build-ready specifications for automation flows, partnering with stakeholders to deliver solutions.
•Optimize CRM and operational tooling (e.g., Salesforce) by scoping, testing, deploying workflows, and driving adoption through monitoring, coaching, and training.
•Coordinate UAT and testing for new automations, govern ownership and operational readiness, and track ROI, deflection, and adoption.

Pay and Benefits

Perks:Health InsuranceLearning BudgetPaid Leave

Key Requirements

•Proven experience managing automation, workflow optimization, or process improvement projects in a Customer Experience, Customer Operations, or Operations environment.
•Hands-on experience with DevRev; experience with Salesforce, ServiceNow, or Zendesk is highly regarded.
•Strong experience gathering business requirements and translating them into clear, build-ready functional specifications for technical teams.
•Demonstrated experience planning, coordinating, and executing User Acceptance Testing (UAT) through to production release.
•Excellent stakeholder management and communication skills across business, technical, and vendor teams.

Experience:Customer experienceCustomer operationsOperationsFX/CFDRegulated financial servicesBrokerage

Skills:Stakeholder managementCommunicationAnalytical thinkingProblem-solvingOrganization

Languages:English

Tech Stack:DevRevSalesforceServiceNowZendeskAI-powered automationLLMsSQLDatabricksAgile

Company Brief

Axi

Axi is an online forex and CFD broker offering trading platforms, market access, and execution services for retail and institutional clients. It provides MetaTrader platforms, competitive pricing, and risk management tools for currency and derivative trading.

Industry: Trading Platforms

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Headquarters: Sydney, Australia

Founded: 2007

Website

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Axi