Officer, CX Design

This role supports the Customer Experience (CX) Design team in simplifying operational workflows, improving efficiency, and enhancing customer experience through automation, data analysis, and cross-functional collaboration.

This role focuses on identifying CX pain points, implementing short- to mid-term automation solutions, and supporting long-term scalable improvements in partnership with Product, Operations, and Technology teams.

The position is suitable for fresh graduates or early-career professionals with strong analytical thinking, interest in automation, and a passion for process improvement.

Key Responsibilities

Automation & Workflow Improvement

• Design, build, and maintain workflow automations using workflow automation tools or Google Apps Script.
• Assist in exploring and prototyping workflow automation using tools such as n8n or similar platforms.
• Document automation logic, workflows, and dependencies to ensure maintainability and scalability.

Business Requirements & Product Support

• Translate CX operational pain points into clear business and functional requirements.
  Support feature requests, testing, and rollout coordination with external vendors (e.g. chatbot platforms).
• Collaborate with product teams to assess when automation solutions should evolve into long-term product capabilities.

Data Analysis & Performance Tracking

• Analyze ticket volumes, workflow performance, and customer interaction data to identify automation opportunities.
• Track and report automation impact (e.g. efficiency gains, ticket reduction, resolution time improvements).
• Support dashboards and reports using tools such as Google Sheets or Looker(basic to intermediate level).

Stakeholder & Vendor Coordination

• Work closely with CX Operations, Product team and external vendors to support implementation and continuous improvement.
• Assist in UAT, post-implementation validation, and issue tracking.
• Communicate progress, risks, and insights clearly to both technical and non-technical stakeholders.

• Bachelor’s degree in Business, Information Systems, Engineering, Data, or related fields.
• Strong logical thinking and problem-solving skills.
• Familiarity with Google Workspace (Sheets, Docs, Slides).
• Basic exposure to scripting or automation (e.g. Google Apps Script, JavaScript, Python, or no-code/low-code tools).
• Ability to clearly articulate processes, requirements, and improvement ideas.
• Proactive mindset with willingness to learn and experiment.
  

Good-to-Have

• Hands-on experience with Google Apps Script.
  Exposure to workflow automation tools such as n8n, Zapier, or Make.
• Basic data analysis or SQL knowledge.
• Internship or project experience in operations, CX, consulting, or technology teams.