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CX Automation & Project Coordinator
Full-time
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, investing heavily in the latest trading technology to serve traders of all levels.
What You Will Do
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, and ensuring every automation is governed by clear ownership, documentation, monitoring, and regulatory compliance.
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 permanent, scalable fixes
Run requirement gathering and write clear, build-ready specifications for each automation flow, partnering with stakeholders such as the AI Agent Engineer and DevRev
Critically analyse bottlenecks across the client journey and recommend where automation adds the most value
Optimise CRM and operational tooling (such as Salesforce) by scoping, testing, and deploying workflows, then driving adoption through monitoring, coaching, and training
Coordinate UAT and testing for new automations before release, building a feedback loop that iterates the design
Act as the liaison between the CS team and technical teams, translating business needs into clearly defined technical solutions
Own the uptime, usability, and responsiveness of CS-critical platforms (DevRev), proactively addressing outages and user complaints
Track ROI, deflection, and adoption for every flow, with a 95% blue-tier deflection north star
Govern ownership and operational readiness, confirming a named owner, runbook, and monitoring for every flow before cutover
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 Salesforce, ServiceNow, or Zendesk is highly regarded
Strong experience gathering business requirements and translating them into build-ready functional specifications
Demonstrated experience planning, coordinating, and executing UAT, including managing feedback loops through to production release
Excellent stakeholder management and communication skills 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 solutions
Highly organised, able to manage multiple priorities in a fast-paced environment
Self-driven, proactive, and hands-on, willing to own day-to-day operational activities
Exposure to AI-powered automation, LLMs, SQL, Databricks, or Agile delivery would be an advantage
Experience within the FX, CFD, brokerage, or regulated financial services industry is desirable but not essential
