CX Automation, Process Improvement Specialist

Jobtailor; Muntinlupa; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Jobtailor is seeking a proactive professional to elevate Customer Experience through process improvement and AI-driven solutions. You will own and enhance training content, knowledge bases, and operational readiness, while ensuring governance and accuracy across materials.

Collaborating with stakeholders across THE ICONIC and ZALORA, you will design and implement AI-enabled CX features, monitor performance, and drive data-informed enhancements during peak periods and beyond.

Qualifications

• Strong written and verbal English communication skills.
• Organised with a high standard of attention to detail.
• Proactive and hands-on.
• Ability to work independently and collaboratively with stakeholders.
• Analytically driven and data comfortable.

Responsibilities

• Drive operational excellence across Customer Experience through process improvement, operational readiness, learning and development, knowledge management and AI capabilities.
• Design, deliver and continuously improve process documentation, training content, knowledge management and AI solutions.
• Ensure knowledge content, training materials, Guide articles and AI knowledge sources are accurate, current and governed.
• Develop training, process documentation, operational readiness plans, knowledge updates and QA requirements for operational changes.
• Support the CX Process Improvement, Training & Quality Associate Manager as second-in-command.

Skills

Strong communication

Analytical mindset

Organised

Proactive problem-solving

Stakeholder collaboration

Tools

CRM Systems

Knowledge Management Systems

AI Tools

Reporting Tools

Job description

• Drive operational excellence across Customer Experience through process improvement, operational readiness, learning and development, knowledge management and AI capabilities
• Design, deliver and continuously improve process documentation, training content, knowledge management and AI solutions
• Ensure knowledge content, training materials, Guide articles and AI knowledge sources are accurate, current and governed
• Develop training, process documentation, operational readiness plans, knowledge updates and quality assurance requirements for operational changes
• Support the CX Process Improvement, Training & Quality Associate Manager as second-in-command by planning and prioritising initiatives and allocating resources
• Own Operational Readiness documentation and assess impacts across Customer Experience, Agent Experience, Reporting, Quality Assurance, Communications, Knowledge Management and Training
• Design, develop, implement and optimise AI capabilities including chatbot flows, intents, automations, knowledge sources and self-service experiences
• Build, configure, test and maintain AI solutions aligned with customer needs, business objectives and operational processes
• Contribute to the Customer Experience AI strategy and roadmap
• Monitor, analyse and report chatbot performance, AI effectiveness and customer interactions, implementing enhancements based on data-driven insights
• Partner with Customer Experience, Product, Technology and other stakeholders on AI-powered customer support solutions
• Support Tier 1 and Tier 2 customer contacts across service channels during peak operational periods

Requirements

• Strong written and verbal English communication skills
• Organised with a high standard of attention to detail
• Proactive and hands-on
• Ability to work independently and collaboratively with stakeholders across THE ICONIC and ZALORA
• Ability to prioritise work with competing deadlines
• Confident CRM system knowledge
• Analytically driven and comfortable working with data
• Problem-solving skills
• Ability to establish rapport and collaborate easily with stakeholders
• Amenable to work in the greater Metro Manila area, particularly the MCX area
• Filipino citizenship or employment eligibility/work visa requirement is addressed in the application

Core Competencies

Demonstrates expertise in process improvement, operational readiness, and AI capabilities to enhance Customer Experience. Proficient in developing training materials, knowledge management, and ensuring the accuracy of operational documentation.

Highest-signal resume keywords

• Process Improvement
• AI Capabilities Development
• Training Content Creation
• Knowledge Management
• Operational Readiness

ATS Optimization Keywords

Hard Skills

• AI Solutions Implementation
• Chatbot Development
• Data Analysis
• Quality Assurance
• Process Documentation

Soft Skills

• Strong Communication Skills
• Attention to Detail
• Proactive Problem-Solving
• Collaboration
• Time Management

Industry Keywords

• Customer Experience
• Operational Excellence
• Training & Development
• Stakeholder Engagement

Tools & Technologies

• CRM Systems
• Knowledge Management Systems
• AI Tools
• Reporting Tools