CX Automation & Process Improvement Specialist (Hybrid)

The CX Automation & Process Improvement Specialist is a self-driven, solutions-oriented professional who drives operational excellence across Customer Experience. Acting as second-in-command (2IC) to the CX Process Improvement, Training and Quality Associate Manager, they support the wider team while developing the leadership capabilities needed for future progression. Using a data-driven approach, they lead and prioritise initiatives across process improvement, operational readiness, learning and development, knowledge management and AI capabilities—partnering with their direct manager, the CX Process Improvement Lead, Operations Manager and stakeholders across THE ICONIC and ZALORA to build scalable solutions that enhance customer experience, agent experience and operational efficiency. As the team's subject matter expert for CRM Workspace, AI capabilities and optimisation, they shape the strategic direction and roadmap for AI-enabled customer support, driving automation, improving self-service and optimising chatbot performance in partnership with Product, Technology and Quality Assurance stakeholders. They take ownership of complex initiatives, influence decision-making through strategic recommendations that deliver measurable business outcomes, and lead by example—no task is too big or too small—consistently fostering a culture of learning, collaboration and innovation.

Key Responsibilities:

• Work collaboratively with ZALORA and THE ICONIC to design, deliver and continuously improve process documentation, training content, knowledge management and AI solutions for teams located across Manila, Philippines and Sydney, Australia.
• Accountable for ensuring all internal and external knowledge content, training materials, Guide articles and AI knowledge sources are accurate, up to date and reviewed according to agreed governance with our Australian stakeholders.
• Partner with THE ICONIC stakeholders to support company initiatives and operational changes by developing training, process documentation, operational readiness plans, knowledge updates and quality assurance requirements.
• Act as the second-in-command (2IC) to the CX Process Improvement, Training & Quality Associate Manager by supporting the planning, prioritisation and successful delivery of team initiatives, ensuring resources are effectively allocated, deliverables are achieved and business priorities are met.
• Own the development and maintenance of Operational Readiness documentation for new initiatives, assessing impacts across Customer Experience, Agent Experience, Reporting, Quality Assurance, Communications, Knowledge Management and Training.
• Design, review, approve and facilitate new hire onboarding, refresher, upskilling and change management training programmes, ensuring learning solutions are engaging, effective and aligned with business objectives.
• Lead the design, development, implementation and continuous optimisation of AI capabilities, including chatbot conversation flows, intents, automations, knowledge sources and self-service experiences.
• Build, configure, test and maintain AI solutions, ensuring chatbot experiences are accurate, effective and aligned with customer needs, business objectives and operational processes.
• Contribute to the Customer Experience AI strategy and roadmap by identifying opportunities to leverage AI, automation and knowledge management to improve customer outcomes, operational efficiency and agent productivity.
• Monitor, analyse and report on chatbot performance, AI effectiveness and customer interactions, using data-driven insights to implement enhancements and recommend future improvements.
• Partner with Customer Experience, Product, Technology and other business stakeholders to design, deliver and optimise AI-powered customer support solutions that align with business priorities and customer needs.
• Demonstrate alignment with both THE ICONIC and ZALORA culture through behaviour, ownership and leadership, while fostering the team’s understanding of Australian business practices and promoting a culture of collaboration, innovation and continuous learning.
• During peak operational periods, provide support by handling Tier 1 and Tier 2 customer contacts across all customer service channels as required.

Required Competencies: 

• Leads with kindness and empathy
• Has a growth mindset and transfers that mindset to their team
• Is passionate about their own and their teams growth and development
• Strong written and verbal English communication skills
• Organised with a high standard of attention to detail
• Proactive and hands-on
• Able to work independently and collaboratively with stakeholders across both THE ICONIC and ZALORA
• Ability to prioritise work with competing deadlines
• Confident in CRM system knowledge
• Analytically driven and doesn’t shy away from data
• Problem solving skills
• Has the ability to establish rapport and can easily collaborate with stakeholders.
• Amenable to work in the greater Metro Manila area particularly in Muntinlupa-Cavite Expressway (MCX) area