CX Automation & Project Coordinator

Axi; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Competitive compensation

Annual leave 21 days

Job summary

Axi is seeking a CX Automation & Project Coordinator in Malaysia to lead the CX AI and automation programme end‑to‑end, transforming roadmaps into delivered workstreams across the client journey. You will work with cross‑functional stakeholders to ensure governance, documentation, monitoring, and regulatory compliance across jurisdictions.

You will own the automation backlog, gather requirements, write build‑ready specs, and partner with AI Agent Engineers and DevRev as the workflow backbone.

Qualifications

• Experience managing automation, workflow optimisation, or process improvement projects in CX or Operations.
• Hands-on experience with DevRev; familiarity with Salesforce, ServiceNow, or Zendesk is recommended.
• Ability to translate business needs into build-ready specifications for technical teams.
• Proven track record in planning, coordinating, and executing UAT and production releases.
• Strong stakeholder management and cross-functional collaboration skills.
• Ability to measure outcomes using KPIs such as adoption, ROI, or deflection.

Responsibilities

• Own and maintain the CX automation roadmap and backlog with quarterly delivery sequencing.
• Serve as the primary contact for CS operational and system challenges; diagnose root causes and implement scalable fixes.
• Write clear, build-ready specifications for automation flows with stakeholders.
• Analyse bottlenecks in the Client Journey and advise where automation adds value.
• Optimise CRM and tooling (e.g., Salesforce) through testing and well-designed workflows; drive adoption.
• Coordinate UAT and testing for new automations before release.
• Act as liaison between CS and technical teams; align business needs with technical solutions.
• Ensure uptime and responsiveness of CX platforms (DevRev) and address outages or issues.

Skills

Automation management

CX improvement

Stakeholder management

Requirements gathering

UAT testing

SQL

Databricks

DevRev

Salesforce

Tools

DevRev

Salesforce

Zendesk

ServiceNow

SQL

Databricks

Job description

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Malaysia.

Who We Are.

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.

Let's talk about the cool stuff you will do at Axi!

As a CX Automation & Project Coordinator, you will play a pivotal role in driving the CX AI and automation programme from end to end. You will transform the automation roadmap into delivered workstreams across the entire Client Journey, leading initiatives from requirements gathering through to successful implementation. Working closely with cross-functional stakeholders, you will ensure every automation is governed by clear ownership, documentation, monitoring, and regulatory compliance across all jurisdictions. Your success will be measured by delivering meaningful business outcomes, including improved efficiency, reduced manual effort, increased deflection, and measurable ROI, enabling the CX team to focus on delivering exceptional client experiences.

Your EDGE Assignment/You Will

• Own and maintain the CX automation roadmap and backlog, sequencing tasks across quarters under the agreed delivery framework and reporting status to CX Management.
• Serve as the first point of contact for operational and system challenges raised by the CS team, diagnosing root causes, implementing permanent and scalable fixes over workarounds, and keeping stakeholders updated through to resolution.
• Run requirement gathering and write clear, build-ready specifications for each automation flow, partnering with necessary stakeholders, example: AI Agent Engineer as build owner and DevRev as the workflow backbone.
• Critically analyse bottlenecks and barriers across the Client Journey and recommend where automation adds the most value to the client and the business.
• Optimise CRM and operational tooling (such as Salesforce) by scoping, testing and deploying well-designed workflows with system administrators and vendors, then driving consistent adoption through monitoring, coaching and training to lift productivity and reduce handling time.
• Coordinate UAT and testing for new automations before release, building a feedback loop that iterates the design and implementation.
• Act as the liaison between the CS team and technical teams, translating business needs into clearly defined technical solutions and maintaining alignment through regular check-ins and documented agreements.
• Own the uptime, usability and responsiveness of CS-critical platforms (Devrev), proactively addressing outages, lagging tools and user complaints, and escalating where needed.
• Track ROI, deflection and adoption for every flow, with the 95% blue tier deflection north star as the connecting thread between pilots and the wider roadmap.
• Govern ownership and operational readiness, confirming a named owner, runbook and monitoring for every flow before cutover, treating CX-owned readiness as a hard gate.

Are you the one?

• Proven experience managing automation, workflow optimisation, or process improvement projects within a Customer Experience, Customer Operations, or Operations environment.
• Hands‑on experience with DevRev is essential. Experience with platforms such as Salesforce, ServiceNow, or Zendesk is highly regarded.
• Strong experience gathering business requirements and translating them into clear, build‑ready functional specifications for technical teams.
• Demonstrated experience planning, coordinating, and executing User Acceptance Testing (UAT), including managing feedback loops through to production release.
• Excellent stakeholder management and communication skills, with the ability to collaborate effectively across business, technical, and vendor teams.
• Experience tracking and reporting project outcomes using measurable KPIs such as adoption, automation success, operational efficiency, ticket deflection, or ROI.
• Strong analytical and problem‑solving skills with the ability to identify root causes and recommend scalable, long‑term solutions.
• Highly organised with the ability to manage multiple priorities and coordinate projects in a fast‑paced environment.
• Self‑driven, proactive, and hands‑on, with a willingness to roll up your sleeves and own day‑to‑day operational activities rather than simply coordinating from a high level.
• Exposure to AI‑powered automation, LLMs, SQL, Databricks, or Agile project delivery methodologies would be an advantage.
• Experience within the FX, CFD, brokerage, or regulated financial services industry is desirable but not essential.

Axi's bag of delights

• Competitive and attractive compensation.
• Extensive learning opportunities, such as professional training and certifications and soft skills development.
• 21 annual leave days per year.
• Health Insurance

We want to inform all prospective candidates that Axi's designated Employer of Records (EOR) in Malaysia is TDCX. As part of our commitment to legal compliance, all Axi Malaysia employees will be officially working under TDCX Malaysia.

Please note that our organization works with recruitment agencies on a pre-approved basis only. A recruitment agency that wishes to submit candidate profiles or resumes for consideration must obtain prior written consent from our talent acquisition team. We do not accept unsolicited resumes from recruitment agencies, and we will not be responsible for any fees related to unsolicited resumes. Should we receive an unsolicited resume from a recruitment agency that does not have prior written consent, we will not be responsible for the payment any fees related to the recruitment of the candidate represented in the unsolicited resume.

At Axi, we prioritise creating a workplace that upholds fairness and respect for all. We encourage every individual within our community to contribute towards a culture where everyone feels a sense of belonging and is treated with the dignity they deserve. We make all employment‑related decisions—whether in hiring, compensation, training, performance reviews, or termination—based on merit and without bias, ensuring equal opportunities for everyone. We consciously work to identify and overcome any unconscious biases, with a commitment to fostering an inclusive environment where every employee and candidate feels genuinely welcomed and valued.