Axi

5 days 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: 10 hours agoStatus: Live

Job Summary

Own end-to-end delivery of the CX AI automation programme by turning the automation roadmap into sequenced workstreams across the client journey. Gather requirements, write build-ready specifications, coordinate UAT, and act as a technical-liaison between CS and technical teams. Maintain CRM and operational tooling workflows, manage platform uptime for CS-critical systems, and track ROI, deflection, and adoption to ensure scalable, compliant automation outcomes.

Location: Bengaluru

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/system challenges from the CS team, implement scalable fixes, and coordinate updates to resolution.
•Run requirements gathering and write build-ready specifications for automation flows, translating business needs into technical solutions.
•Coordinate UAT and testing for new automations before release, iterating via a feedback loop to production.
•Optimize CRM and operational tooling workflows and maintain uptime/usability for CS-critical platforms, tracking ROI and deflection outcomes.

Pay and Benefits

Perks:Health InsuranceAnnual LeaveSick Days

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.
•Ability to gather business requirements and translate 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, collaborating effectively across business, technical, and vendor teams.

Experience:Customer experienceCustomer operationsOperationsAutomationProcess improvementFXCFDRegulated financial services

Skills:Stakeholder managementCommunicationAnalytical thinkingProblem-solvingOrganizationProactive executionRoot-cause analysisPrioritization

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