CX AI & Automation Lead

Accountabilities:

• Lead the end-to-end delivery of AI and automation initiatives across customer experience operations, from scoping and solution design to deployment and continuous optimization.


• Build and maintain automated workflows, AI agents, and integrations that improve operational efficiency, reduce manual tasks, and enhance support quality.


• Design reliable and scalable integrations using APIs, webhooks, and workflow automation platforms while ensuring operational stability and auditability.


• Collaborate closely with customer operations, engineering, product, and data teams to identify workflow pain points and implement practical automation solutions.


• Manage cross-functional programmes, track dependencies, communicate progress proactively, and ensure initiatives are delivered successfully.


• Monitor operational metrics and performance data to evaluate automation impact, define success criteria, and continuously improve processes.


• Maintain clear and comprehensive documentation for systems, workflows, and technical processes while identifying and resolving technical debt.


• Stay informed about emerging AI and automation technologies, providing strategic recommendations to leadership on new opportunities and best practices.

Requirements

• Strong experience building automation systems, integrations, or AI-driven workflows within customer support, operations, or CX environments.


• Proven ability to manage complex technical programmes and deliver projects independently from planning through production rollout.


• Hands-on technical expertise with APIs, webhooks, integration standards, and workflow automation platforms such as n8n, Make, Zapier, Retool, Gumloop, or similar tools.


• Experience working with AI-assisted development tools and deploying AI agents or AI-supported workflows in production environments.


• Ability to evaluate operational challenges critically and determine when automation is appropriate versus when human intervention is more effective.


• Strong communication skills with the ability to explain technical concepts clearly to both technical and non-technical stakeholders.


• Comfortable working autonomously in a remote-first and asynchronous environment with a proactive, ownership-driven mindset.


• Excellent documentation, organizational, and stakeholder management skills.


• Fluent written and spoken English.


• Previous experience in remote or globally distributed teams is considered a plus.

• Competitive salary package with globally benchmarked compensation practices.


• Fully remote work environment with the flexibility to work from anywhere.


• Flexible working hours and asynchronous collaboration model.


• Generous paid time off policy.


• 16 weeks of paid parental leave.


• Mental health and wellness support services.


• Stock options and long-term growth incentives.


• Learning and development budget for professional growth.


• Home office setup budget and IT equipment support.


• Budget for local co-working spaces and in-person social events.


• Inclusive and diverse work culture focused on collaboration, innovation, and employee well-being.

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