Head of Customer Experience — AI-Driven Growth

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 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.