Customer Experience (CX) Optimization Specialist

About the role

The CX Optimization Specialist will join FairMoney's Customer Experience team to drive reporting, automation, and process improvements across the contact centre. You will work closely with Product and Engineering to resolve pain points and enhance the overall customer journey.

Key responsibilities

• Own CX operational reporting and dashboards, building automated reports using SQL, BigQuery, and Tableau.
• Administer Freshworks suite (Freshdesk, Freshchat, Freshcaller), including workflows, automations, bot flows, tags, and reporting.
• Drive CX automation and process improvement initiatives and partner with Product and Engineering to implement solutions.
• Lead weekly CX governance meetings, track action items to closure, and monitor CX KPIs/OKRs.

Required profile

• Bachelor's degree in a relevant field.
• 3+ years experience in CX Operations, Contact Centre, Business Operations, Business Intelligence, or Process Improvement.
• Strong stakeholder management and project coordination skills.

Required skills

• SQL and BigQuery.
• Tableau dashboard development.
• Hands‑on experience with Freshdesk, Freshchat, Freshcaller (or other Freshworks products).
• Chatbot/conversational AI and workflow automation with API integration (nice to have).

What we offer

• Private health insurance.
• Performance bonus.
• Pension plan.
• Training & development opportunities.