# CX Innovation Lead

> Amartha · South Jakarta, Indonesia · Full-time · Posted 2026-07-08

**Workplace:** on_site

**Department:** Operations

## Description

**About 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 Role**

Leading manage innovations projects to improve and customer experience journey and boost Customer Satisfaction. Manage and create system automation in CX Team (Telephony, Ticketing System, Chatbot, Help Center automation).

**Responsibilities:**

-   Lead the design of complex and strategic Contact center solutions, ensuring to align with the organization’s goals and customer experience objectives
-   Develop and maintain custom contact center applications, features, integrations and automation
-   Mentor and provide technical guidance to engineers, fostering their growth and development with documentation and knowledge sharing related customer experience journey
-   Installation, managing and optimizing CRM System customer support platform for the organization
-   Lead efforts to optimize the performance of contact center systems and proactive monitoring for issues
-   Collaborate with cross-functional teams, including network engineers, system administrators, operation teams, external vendors and a notion to business users to deliver integrated contact center solutions that meet business objectives.
-   Continuous Learning, stay updated with industry trends and emerging technologies related to contact center solution and development practices.

## Requirements

-   Minimum 3–5 years of experience in Digital Contact Center, Customer Experience, or Customer Operations, with at least 1–2 years in a lead or supervisory role.
-   Proven experience in setting up, managing, and optimizing CRM and ticketing platforms, including Zendesk, telephony systems, chatbots, and help centers.
-   Familiarity with supporting tools such as JIRA, Redash, and Slack, with the ability to leverage them for cross-functional collaboration, data analysis, and operational execution.
-   Strong leadership and execution capabilities, with the ability to manage multiple initiatives simultaneously, drive continuous improvement, and lead change across different areas of the organization.
-   Excellent verbal and written communication skills in both Bahasa Indonesia and English, with strong stakeholder management and influencing capabilities.
-   Strong analytical and problem-solving skills, with the ability to identify high-impact opportunities, evaluate initiatives objectively, and translate insights into actionable improvements.
-   Demonstrated ability to lead teams, set priorities, monitor performance, and drive accountability toward achieving service quality and operational targets.

_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._

## Apply

[Apply at Amartha](https://apply.workable.com/amartha/j/7DC6C251F1/apply)

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