Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in 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.
Your EDGE Assignment/You Will
- 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.
Are you the one?
- 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, ServiceNo