Role Summary: This role sits within the CX team and will be responsible for CX reporting, automation, process optimization, Freshworks administration, chatbot optimization, and driving cross-functional initiatives with Product and Engineering.

Key Responsibilities: Own CX operational reporting and dashboards. Build automated reports using SQL, BigQuery, and Tableau. Administer the Freshworks suite (Freshdesk, Freshchat, Freshcaller), including workflows, automations, bot flows, tags, and reporting. Drive CX automation and process improvement initiatives. Partner with Product and Engineering to resolve customer pain points and implement improvements. Lead weekly CX governance meetings and track action items to closure. Monitor CX KPIs / OKRs and identify improvement opportunities.

Bachelor's degree in a relevant field. 3+ years' experience in CX Operations, Contact Centre, Business Operations, Business Intelligence, or Process Improvement. Strong SQL and BigQuery experience. Strong Tableau dashboard development experience. Hands-on experience with Freshdesk/Freshchat/Freshcaller or other Freshworks products. Strong stakeholder management and project coordination skills. Experience working with Product and Engineering teams. Experience in a Customer Experience or Contact Centre environment is an added advantage. Nice to Have: Chatbot/conversational AI experience. Workflow automation and API integration experience. Fintech, banking, or digital financial services experience.