CX Innovations Lead

About the Amartha

At Amartha, we empower micro-businesses across Indonesia, enabling growth and equal prosperity. We’ve supported over 2.7 million entrepreneurs—mostly women—by disbursing IDR 22.8 trillion in funding. As we step into 2025, Amartha is evolving into a technology-driven financial ecosystem, expanding our reach in lending, funding, and payments. Through innovation and digital solutions, we aim to enhance accessibility, streamline processes, and create a seamless user experience.

About the Team

The Customer Experience (CX) Innovation team is responsible for driving continuous improvement across customer service operations through technology, data, and process innovation. The team works closely with Product, Engineering, Data, Operations, and external vendors to ensure scalable, efficient, and customer-centric service delivery. As CX Innovations Lead, you will play a critical role in shaping the future of CX by leveraging automation, AI, and system enhancements to support both customers and internal stakeholders.

Roles and Responsibilities

CX Innovation & Strategy

• Lead CX innovation initiatives to improve customer experience, operational efficiency, and service scalability.
• Identify opportunities to enhance CX processes through technology, automation, and AI adoption.
• Translate business and CX pain points into system, data, and automation solutions.

Zendesk & CX System Development

• Own and optimize Zendesk ecosystem, including ticketing, workflows, automations, triggers, macros, views, SLA, and reporting.
• Lead system development initiatives related to CX platforms, integrations, and third-party tools.
• Partner with Product and Engineering teams to design, test, and deploy CX-related system enhancements.
• Ensure system stability, scalability, and readiness to support business growth.

AI & Automation Implementation

• Drive implementation of AI solutions such as chatbots, auto-tagging, intent detection, sentiment analysis, and case routing.
• Collaborate with internal teams and vendors to deploy AI use cases that reduce manual workload and improve resolution time.
• Continuously evaluate AI performance and iterate based on CX outcomes and data insights.

Data & Insights for CX and Stakeholders

• Build and improve CX data foundations, including data structure, taxonomy, and reporting frameworks.
• Develop dashboards and insights for CX leadership and cross-functional stakeholders.
• Ensure data accuracy, consistency, and relevance for operational, tactical, and strategic decision-making.
• Use data insights to recommend service, process, and system improvements.

Service & Process Improvement

• Lead service improvement initiatives across customer journeys and CX channels.
• Standardize and document CX processes, SOPs, and best practices aligned with system capabilities.
• Support continuous improvement initiatives to enhance SLA performance, customer satisfaction, and agent productivity.
• Partner with Operations and Quality teams to measure impact and sustain improvements.

Stakeholder & Change Management

• Act as a key liaison between CX, Product, Engineering, Data, Compliance, and Business teams.
• Manage change adoption for new systems, AI tools, and process improvements.
• Prepare business cases, impact analysis, and post-implementation reviews for CX initiatives.

Requirements

• Bachelor’s degree in Business, Information Systems, Engineering, Data, or a related field.
• 5+ years of experience in Customer Experience, CX Operations, CX Systems, or Digital Transformation roles.
• Strong hands-on experience with Zendesk (administration, automation, reporting, and integrations).
• Proven experience implementing AI or automation solutions within customer service environments.
• Strong analytical skills with experience in CX data, dashboards, and performance metrics.
• Experience working with cross-functional teams (Product, Engineering, Data, Operations).
• Solid understanding of system development lifecycle, requirements gathering, and UAT.
• Strong communication, stakeholder management, and problem-solving skills.
• Experience in fintech, digital services, or regulated industries is a plus.

At Amartha, we are dedicated to creating a workplace that celebrates diversity, ensures equity, and fosters inclusion. We believe that diverse perspectives—shaped by factors such as gender, age, race, ethnicity, education, culture, and life experiences—drive innovation and growth.

We actively welcome individuals from all backgrounds to join us in building an environment where everyone feels respected, valued, and empowered. Our commitment is to provide equal opportunities and foster a sense of belonging that enables our employees to thrive and make meaningful contributions.