CX Automation & Project Coordinator

About the Position

CX Automation & Project Coordinator

Location: Bangalore, India

Who We Are

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.

Let's talk about the cool stuff you will do at Axi!

As a CX Automation & Project Coordinator, you will play a pivotal role in driving the CX AI and automation programme from end to end. You will transform the automation roadmap into delivered workstreams across the entire Client Journey, leading initiatives from requirements gathering through to successful implementation. Working closely with cross-functional stakeholders, you will ensure every automation is governed by clear ownership, documentation, monitoring, and regulatory compliance across all jurisdictions. Your success will be measured by delivering meaningful business outcomes, including improved efficiency, reduced manual effort, increased deflection, and measurable ROI, enabling the CX team to focus on delivering exceptional client experiences.

Responsibilities

• Own and maintain the CX automation roadmap and backlog, sequencing tasks across quarters under the agreed delivery framework 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, implementing permanent and scalable fixes over workarounds, and keeping stakeholders updated through to resolution.
• Run requirement gathering and write clear, build-ready specifications for each automation flow, partnering with necessary stakeholders, example: 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 well-designed workflows with system administrators and vendors, then driving consistent adoption through monitoring, coaching and training to lift productivity and reduce handling time.
• Coordinate UAT and testing for new automations before release, building a feedback loop that iterates the design and implementation.
• Act as the liaison between the CS team and technical teams, translating business needs into clearly defined technical solutions and maintaining alignment through regular check-ins and 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, treating CX-owned readiness as a hard gate.

Requirements

• Proven experience managing automation, workflow optimisation, or process improvement projects within a Customer Experience, Customer Operations, or Operations environment.
• Hands-on experience with DevRev is essential. Experience with platforms such as 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), including managing feedback loops through to production release.
• Excellent stakeholder management and communication skills, with the ability to collaborate 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 with the ability to manage multiple priorities and coordinate projects in a fast-paced environment.
• Self-driven, proactive, and hands-on, with a willingness to roll up your sleeves and own day-to-day operational activities rather than simply coordinating from a high level.
• Exposure to AI-powered automation, LLMs, SQL, Databricks, or Agile project delivery methodologies would be an advantage.
• Experience within the FX, CFD, brokerage, or regulated financial services industry is desirable but not essential.

We Offer

• Competitive and attractive compensation.
• Extensive learning opportunities, such as professional training and certifications and soft skills development.
• 18 annual leave days per year.
• 12 sick days leave per year.
• Public holidays as declared by local government.
• Maternity leave as per law.
• Health Insurance.

About the Company

At Axi, we prioritize creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment-related decisions-whether in hiring, compensation, training, performance reviews, or termination-based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.