Head of Customer Experience

Astro Indonesia; Jakarta Utara; On-site; IDR 900,000,000 - 1,500,000,000; Full time

Job summary

Astro Indonesia is seeking a Head of Customer Experience to lead the strategy and transformation of the end-to-end customer journey across Customers, Operations, and Mitra. You will build a scalable, data-driven CX function capable of handling high-volume inquiries and driving improvements.

The role requires 8+ years in CX or related fields, 3+ years leading large teams, and a track record in CX transformation, automation, and AI-enabled service.

Qualifications

• Bachelor’s degree with 8+ years of experience in CX or related fields.
• 3+ years leading large teams in high-volume environments.
• Strong understanding of CX strategy and complaint management.
• Experience in retail/e-commerce/logistics operations preferred.
• Experience in CX transformation or AI-enabled customer service is a strong advantage.
• Strong analytical, project management, and cross-functional stakeholder skills.
• Experience managing CX metrics, productivity, and financials.
• Strong communication and crisis-management skills.
• Strategic thinker with execution and ownership.

Responsibilities

• Define CX strategy, OKRs, standards, organization structure, and roadmap across Customer, Hub, and Mitra experience.
• Develop inquiry and complaint segmentation for high-volume operations.
• Drive automation of routine inquiries and AI-enabled solutions with human touch for complex issues.
• Build integrated CX across Customer, Hub Operations, and Mitra with satisfaction measurement.
• Eliminate recurring customer and operational issues with operations, quality, commercial, and product teams.
• Drive CX performance metrics, productivity, service quality, and CX financials.
• Build the CX team, capabilities, and operating model to support growth.

Skills

CX strategy

Leadership

Analytical thinking

Project management

Stakeholder management

Executive presence

Crisis management

Communications

Education

Bachelor’s degree

Job description

ASTRO is Indonesia's quick commerce company that delivers groceries and essentials to your door within 15 minutes. Founded in 2021 by a group of seasoned e-commerce executives and backed by trusted international investors, it is our mission to make people’s lives simpler and easier by saving them time, energy, and money.

Just like real Astronauts that take off into outer space, Astro embodies the values of being fast, bold, adventurous, and technologically advanced.

About this role

As the Head of Customer Experience, you’ll own the strategy and transformation of Astro’s end-to-end experience across Customers, Operations, and Mitra. Your mission is to build a scalable, data-driven, and technology-enabled CX function that can keep pace with Astro’s growth including automating high-volume inquiries, improving complaint resolution, and turning customer and operational insights into meaningful improvements.

Strategic Responsibilities

• As our Astronaut, your missions are:
• Own CX Strategy & Roadmap: Define CX strategy, OKRs, standards, organization structure, and roadmap across Customer, Hub, and Mitra experience.
• Build Scalable CX Operations: Develop inquiry and complaint segmentation based on customer type, case type, and severity to support high-volume operations.
• Lead CX Automation & AI: Drive automation of routine inquiries and develop AI-enabled solutions while ensuring human touch for complex complaints.
• Expand Customer & Mitra Experience: Build integrated complaint/inquiry management across Customer, Hub Operations, and Mitra, including satisfaction measurement.
• Drive Root-Cause Improvements: Partner with Operations, Quality, Commercial, and Product to eliminate recurring customer and operational issues.
• Own CX Performance & Financials: Drive CSAT/MSAT, productivity, service quality, and CX financial performance.
• Lead CX Organization: Build the team, capabilities, operating model, and performance culture to support business growth.

Minimum Qualifications

• Bachelor’s degree with 8+ years of experience in CX, Customer Operations, Retail, E-commerce, or Logistics.
• 3+ years of experience leading large teams in high-volume environments.
• Strong understanding of CX strategy, complaint management, and operational excellence.
• Experience in retail/e-commerce/logistics and fulfillment operations preferred.
• Proven experience in CX transformation, automation, or AI-enabled customer service is a strong advantage.
• Strong analytical, project management, and cross-functional stakeholder management skills.
• Experience managing CX metrics, productivity, and financials.
• Strong communication, executive presence, and crisis-management skills.
• Strategic thinker with strong execution and ownership.