CX Automation & Project Coordinator
Core
Drive the CX AI and automation programme end-to-end, transforming the automation roadmap into delivered workstreams across the Client Journey.
Role type
Senior IC CX Automation & Project Coordinator
Builds
CX automation flows, optimized CRM tooling, and scalable operational fixes
Domain
Financial services (FX, CFD, Spread betting) + Customer Experience Automation
Deliverable
production ML models | product features | dashboards & analysis
Required skills
CX automation roadmap management, DevRev platform expertise, requirement gathering & functional specification writing, UAT coordination, CRM workflow optimization, stakeholder liaison, ROI tracking, root cause analysis
Preferred skills
AI-powered automation, LLMs, SQL, Databricks, Agile methodologies
Technologies
DevRev, Salesforce, ServiceNow, Zendesk
Responsibilities
Own and maintain the CX automation roadmap and backlog; serve as first point of contact for CS operational challenges; run requirement gathering and write build-ready specs; analyze bottlenecks to recommend automation value; optimize CRM tooling and drive adoption; coordinate UAT and testing; act as liaison between CS and technical teams; own uptime of CS-critical platforms; track ROI and deflection metrics; govern operational readiness.
Seniority
Senior, hands-on IC
