CX Automation & Project Coordinator

About the role

As a CX Automation & Project Coordinator at Axi, you will drive the end‑to‑end CX AI and automation programme, turning the automation roadmap into concrete workstreams across the client journey. You will work closely with cross‑functional stakeholders to ensure each automation is well‑governed, documented, monitored and compliant.

Key responsibilities

• Own and maintain the CX automation roadmap and backlog, sequencing tasks across quarters and reporting status to CX Management.
• Serve as the first point of contact for operational and system challenges raised by the CS team, diagnosing root causes and implementing scalable fixes.
• Gather requirements and write clear, build‑ready specifications for each automation flow, partnering with AI Agent Engineers and using DevRev as the workflow backbone.
• Analyse bottlenecks across the client journey and recommend high‑value automation opportunities.
• Optimise CRM and operational tools such as Salesforce by designing, testing and deploying workflows, then driving adoption through coaching and training.
• Coordinate UAT and testing for new automations, creating feedback loops that iterate design and implementation.
• Own uptime, usability and responsiveness of CS‑critical platforms (DevRev), proactively addressing outages and escalations.
• Track ROI, deflection and adoption for every flow, ensuring alignment with the 95% blue‑tier deflection target.

Required profile

• Proven experience managing automation, workflow optimisation or process improvement projects in a Customer Experience or Operations environment.
• Hands‑on experience with DevRev; experience with Salesforce, ServiceNow or Zendesk is highly regarded.
• Strong background in gathering business requirements and translating them into functional specifications for technical teams.
• Demonstrated ability to plan, coordinate and execute User Acceptance Testing (UAT) and manage feedback loops.
• Excellent stakeholder management and communication skills across business, technical and vendor teams.

Required skills

• DevRev
• Salesforce
• ServiceNow
• Zendesk
• AI‑powered automation, LLMs
• SQL
• Databricks
• Agile project delivery methodologies

What we offer

• Competitive and attractive compensation.
• Extensive learning opportunities, including professional training and certifications.
• 18 annual leave days per year plus public holidays.
• 12 sick days per year and maternity leave as per law.
• Health insurance.