Head of Customer Experience

About Astro ASTRO is Indonesia's quick commerce company that delivers groceries and essentials to your door within 15 minutes. Founded in 2021 by a group of seasoned e-commerce executives and backed by trusted international investors, it is our mission to make people’s lives simpler and easier by saving them time, energy, and money. Just like real Astronauts that take off into outer space, Astro embodies the values of being fast, bold, adventurous, and technologically advanced. Interested in working for a company that pushes the boundaries and strives to be the best? Join us now to be a part of this ground-breaking mission!

About this role As the Head of Customer Experience, you’ll own the strategy and transformation of Astro’s end-to-end experience across Customers, Operations, and Mitra. Your mission is to build a scalable, data-driven, and technology-enabled CX function that can keep pace with Astro’s growth including automating high-volume inquiries, improving complaint resolution, and turning customer and operational insights into meaningful improvements.

Strategic Responsibilities As our Astronaut, your missions are:

• Own CX Strategy & Roadmap: Define CX strategy, OKRs, standards, organization structure, and roadmap across Customer, Hub, and Mitra experience.
• Build Scalable CX Operations: Develop inquiry and complaint segmentation based on customer type, case type, and severity to support high-volume operations.
• Lead CX Automation & AI: Drive automation of routine inquiries and develop AI-enabled solutions while ensuring human touch for complex complaints.
• Expand Customer & Mitra Experience: Build integrated complaint/inquiry management across Customer, Hub Operations, and Mitra, including satisfaction measurement.
• Drive Root-Cause Improvements: Partner with Operations, Quality, Commercial, and Product to eliminate recurring customer and operational issues.
• Own CX Performance & Financials: Drive CSAT/MSAT, productivity, service quality, and CX financial performance.
• Lead CX Organization: Build the team, capabilities, operating model, and performance culture to support business growth.

Requirements

• Bachelor’s degree with 8+ years of experience in CX, Customer Operations, Retail, E-commerce, or Logistics.
• 3+ years of experience leading large teams in high-volume environments.
• Strong understanding of CX strategy, complaint management, and operational excellence.
• Experience in retail/e-commerce/logistics and fulfillment operations preferred.
• Proven experience in CX transformation, automation, or AI-enabled customer service is a strong advantage.
• Strong analytical, project management, and cross-functional stakeholder management skills.
• Experience managing CX metrics, productivity, and financials.
• Strong communication, executive presence, and crisis-management skills.
• Strategic thinker with strong execution and ownership.