A Spanish fashion company is looking for a CX Automation Analyst to design and build the technology and processes that will allow the Customer Experience function.

Reporting to the Head of Customer Service , you will act as the technical specialist responsible for building AI-powered workflows, automation and customer service systems.

You will define how AI, automation and human teams work together , deciding which interactions can be handled autonomously and where human intervention is required.

This is not a people management role. It is a hands-on technical and operational position focused on automation, AI and process improvement.

Key Responsibilities

- Design and implement CX automation strategy , including automation flows, AI agents and intelligent customer routing.
- Build human-in-the-loop processes , defining when AI can act autonomously and when human review or approval is required.
- Develop multi-agent workflows with seamless handovers between AI agents and human teams, preserving customer context and history.
- Create a consistent omnichannel customer experience across email, chat, WhatsApp and Instagram.
- Connect and optimize data flows between Shopify, Odoo, Gorgias and other relevant systems.
- Identify and implement new technologies that can improve customer experience and operational efficiency.
- Maintain and continuously improve the knowledge base used by AI systems, ensuring accurate and consistent responses.
- Identify friction across the customer journey and solve it through process and system improvements , rather than manual intervention.
- Collaborate closely with IT, Data, PMO and Customer Service teams to integrate CX automation into the broader company technology ecosystem.





What We're Looking For

- Technical background in Engineering, Computer Science, Telecommunications, Mathematics, Physics , or equivalent experience in a technical, IT, development or process improvement environment.
- 3+ years of experience in technical departments, process improvement, operations excellence, business transformation or BPM.
- Hands-on experience automating business or customer-facing processes , such as returns, exchanges, orders, refunds or delivery incidents.
- Proven experience working with LLMs in production , including API integrations, prompt engineering, retrieval and/or agentic workflows.
- Strong systems-thinking skills , with the ability to design interactions between AI, humans, systems and multiple customer channels.
- A product mindset , with experience defining flows, KPIs, testing hypotheses and iterating on solutions.
- Ability to work cross-functionally with Engineering, Data, IT and Operations teams and independently take solutions from concept to implementation.
- Experience with DTC/customer service technology such as Gorgias, Shopify, Odoo or equivalent platforms.
- Experience with automation tools such as n8n, Make or similar.
- Curiosity and interest in emerging technologies such as vector databases.
- Comfortable working in environments with real operational volume, SLAs and measurable business impact.

Nice to Have

- Experience building AI or automation solutions for Customer Experience or Customer Service .
- Experience working in a DTC, e-commerce, retail or fashion environment.
- Experience working in a fast-growing startup or scale-up.

Languages & Location

- Fluent in Spanish and English.
- Based in Barcelona or willing to relocate.

📌 CX Automation Analyst (Barcelona)
🏢 Antal International
📍 Barcelona