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Customer Experience (CX) Automation Lead
Full-time
As Lead, CX Automation Analyst, be a hands-on technical contributor building automation across CX workflows and data processes. Work with structured and unstructured customer data, using Python, SQL, APIs, LLMs, AI agents, and automation tools to extract insights, classify feedback, summarise themes, and streamline repetitive CX processes.
Your Impact
Improve speed, accuracy, and scalability across CX operations by reducing manual reporting and analysis, automating recurring workflows, and making customer insights easier to act on. Partner with CX, Data, Product, Support, Customer Success, Marketing, and Operations teams to improve customer understanding, retention, advocacy, and end-to-end experience.
Key Responsibilities
Build Python and SQL-based workflows to extract, clean, transform, and analyse customer data.
Use APIs to connect data from Salesforce, Qualtrics, support tools, product systems, and internal platforms.
Automate repetitive CX processes across VoC reporting, survey analysis, tagging, routing, summarisation, and insight generation.
Apply AI, LLMs, and Agentic AI to classify feedback, detect sentiment, identify themes, and surface customer issues.
Build scalable workflows that improve CX data quality, speed, consistency, and actionability, and document automation logic and dependencies.
Your Experience
6+ years in automation, data analytics, CX analytics, data science, business operations, or a related technical analyst role.
Strong hands-on experience with Python, SQL, and API-based data extraction.
Experience working with structured and unstructured customer data.
Knowledge of AI automation, LLMs, NLP, machine learning concepts, or Agentic AI use cases.
Familiarity with Salesforce, Qualtrics, survey tools, support platforms, or customer databases.
