Head of Customer Experience & CX Transformation

ASTRO; Jakarta Pusat; On-site; IDR 800,000,000 - 1,200,000,000; Full time

Job summary

ASTRO is Indonesia's fast-growing quick commerce company delivering groceries within 15 minutes. We are seeking a Head of Customer Experience to own and transform Astro’s end-to-end CX across Customers, Operations, and Mitra.

You will build a scalable, data-driven CX function that automates routine inquiries, improves complaint resolution, and turns insights into impactful improvements. You will define strategic CX roadmaps, lead large teams in high-volume settings, and partner with Operations,

Qualifications

• 8+ years in CX, Customer Operations, Retail, E-commerce, or Logistics.
• 3+ years leading large teams in high-volume environments.
• Strong CX strategy, complaint management, and operational excellence.
• Experience in retail/e-commerce/logistics and fulfillment operations preferred.
• CX transformation, automation, or AI-enabled service is a strong advantage.
• Analytical, project management, and cross-functional stakeholder management skills.
• Experience managing CX metrics, productivity, and financials.
• Strong communication, executive presence, and crisis-management skills.

Responsibilities

• Own CX Strategy & Roadmap across Customer, Hub, and Mitra experience.
• Build scalable CX Operations for high-volume inquiries and complaints.
• Lead CX Automation & AI to automate routine inquiries with human touch for complex issues.
• Expand Customer & Mitra Experience with integrated complaint/inquiry management and satisfaction measurement.
• Drive root-cause improvements by partnering with Operations, Quality, Commercial, and Product.
• Own CX Performance & Financials focusing on CSAT/MSAT, productivity, and service quality.
• Lead CX Organization by building team, capabilities, and operating model.

Skills

CX strategy

Leadership

Automation/AI

Analytics

Stakeholder mgmt

Communication

Project management

Education

Bachelor’s degree

Job description

ASTRO is Indonesia's fast-growing quick commerce company delivering groceries within 15 minutes. We are seeking a Head of Customer Experience to own and transform Astro’s end-to-end CX across Customers, Operations, and Mitra.

You will build a scalable, data-driven CX function that automates routine inquiries, improves complaint resolution, and turns insights into impactful improvements. You will define strategic CX roadmaps, lead large teams in high-volume settings, and partner with Operations,