CX Automation & Project Coordinator

Ovii's Interpretation of the Role

The CX Automation & Project Coordinator drives Axi's client‑experience automation programme, turning roadmap ideas into operational workflows and measurable outcomes. The role partners with cross‑functional teams to gather requirements, deliver UAT‑tested automations, and monitor ROI and deflection metrics.

Role Snapshot

• Own CX automation roadmap and backlog
• Coordinate UAT, testing and release cycles
• Liaise between Customer Success and technical teams
• Maintain uptime and usability of CS‑critical platforms
• Track adoption, ROI and ticket‑deflection metrics
• Drive process optimisation across the client journey

Must-Have Requirements

• Hands‑on experience with DevRev
• Strong experience gathering business requirements and writing functional specifications
• Proven experience managing automation or process‑improvement projects
• Automation project management
• Process improvement
• Stakeholder coordination
• Must have appropriate rights and documentation for employment in India

Nice-to-Have Signals

• Experience with Salesforce, ServiceNow, or Zendesk
• Exposure to AI‑powered automation, LLMs, SQL, Databricks
• AI automation exposure
• Financial services industry background
• FX
• CFD
• brokerage
• regulated financial services

Work Setup

• Location: Bangalore, India
• Employment type: Full-Time

Eligibility Gates

• Work authorization: must have appropriate rights and documentation for employment in India
• Visa sponsorship: no

Not Specified in JD

• Salary range
• Visa sponsorship
• Remote eligibility
• Education requirement
• Certifications
• Travel
• Security clearance
• Notice period

What You'll Likely Work On

• Maintain and prioritize the CX automation roadmap, sequencing work across quarters
• Gather business requirements, write clear build‑ready specifications, and partner with AI agents and platform owners
• Run UAT, coordinate testing, and iterate designs based on feedback before production release
• Own platform uptime, resolve operational issues, and ensure documented ownership and monitoring for each flow
• Track and report ROI, adoption, and deflection metrics to demonstrate business impact
• Collaborate with CS, technical, and vendor teams to ensure regulatory compliance and smooth hand‑offs

Good Fit If You Have

• Hands‑on experience with DevRev is essential
• Experience with Salesforce, ServiceNow or Zendesk is highly regarded
• Exposure to AI‑powered automation, LLMs, SQL or Databricks is a plus
• Background in FX, CFD or brokerage environments is desirable