CX Automation & Project Coordinator

Overview

Drive the CX AI and automation programme from end to end, turning the automation roadmap into delivered workstreams across the Client Journey, from requirements gathering through to implementation.

What you'll do

• Own and maintain the CX automation roadmap and backlog, sequencing tasks across quarters and reporting status to CX Management.
• Serve as first point of contact for operational and system challenges raised by the CS team, diagnosing root causes and implementing permanent, scalable fixes over workarounds.
• Run requirement gathering and write clear, build-ready specifications for each automation flow, partnering with stakeholders such as AI Agent Engineer as build owner and DevRev as the workflow backbone.
• Critically analyse bottlenecks and barriers across the Client Journey and recommend where automation adds the most value to the client and the business.
• Optimise CRM and operational tooling (such as Salesforce) by scoping, testing and deploying workflows with system administrators and vendors, and drive adoption through monitoring, coaching and training.
• Coordinate UAT and testing for new automations before release, building a feedback loop that iterates design and implementation.
• Act as liaison between the CS team and technical teams, translating business needs into defined technical solutions and maintaining documented agreements.
• Own the uptime, usability and responsiveness of CS-critical platforms (DevRev), proactively addressing outages, lagging tools and user complaints, and escalating where needed.
• Track ROI, deflection and adoption for every flow, with the 95% blue tier deflection north star as the connecting thread between pilots and the wider roadmap.
• Govern ownership and operational readiness, confirming a named owner, runbook and monitoring for every flow before cutover.

What you'll need

• Proven experience managing automation, workflow optimisation, or process improvement projects within a Customer Experience, Customer Operations, or Operations environment.
• Hands-on experience with DevRev.
• 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), including managing feedback loops through to production release.
• Excellent stakeholder management and communication skills, collaborating effectively across business, technical, and vendor teams.
• Experience tracking and reporting project outcomes using measurable KPIs such as adoption, automation success, operational efficiency, ticket deflection, or ROI.
• Strong analytical and problem-solving skills, with the ability to identify root causes and recommend scalable, long-term solutions.
• Highly organised, able to manage multiple priorities and coordinate projects in a fast-paced environment.
• Self-driven, proactive, and hands-on, willing to own day-to-day operational activities.

Nice to have

• Experience with platforms such as Salesforce, ServiceNow, or Zendesk.
• Exposure to AI-powered automation, LLMs, SQL, Databricks, or Agile project delivery methodologies.
• Experience within the FX, CFD, brokerage, or regulated financial services industry.

Details

• Location: Bangalore, India.
• Candidates must have the appropriate rights and documentation for employment in India.