Senior Data Analyst, Customer Operations

Job description

Who We Are

At OKX, we believe our future is reshaped with technology. Founded in 2017, OKX is one of the world’s leading cryptocurrency spot and derivatives exchanges. OKX innovatively adopted blockchain technology to reshape the financial ecosystem by offering some of the most diverse and sophisticated products, solutions, and trading tools on the market. Trusted by more than 20 million users in over 180 regions globally, OKX strives to provide an engaging platform that empowers every individual to explore the world of crypto. In addition to its world-class DeFi exchange, OKX serves its users with OKX Insights, a research arm that is at the cutting edge of the latest trends in the cryptocurrency industry. With its extensive range of crypto products and services, and unwavering commitment to innovation, OKX vision is a world of financial access backed by blockchain and the power of decentralized finance.

We invest in our people as much as we invest in technology. We are united by our engaging culture, here we win as a team, embrace changes, and do the right thing. We are committed to creating a friendly, rewarding and diverse environment for OKers. It doesn’t matter where you come from, here everyone feels valued, respected and has the same opportunities to develop and thrive — we want to bring out the best in you.

About The Opportunity

Our team primarily caters to the data requirements of the OKX global business support (GBS) team. We are dedicated to measuring the efficiency and productivity of agents and investigators, providing workforce management, and optimizing standard operating procedures. This is done with the aim of better evaluating their performance and providing enhanced services to our customers. Additionally, we are committed to collecting customer feedback and transforming it into actionable insights for company-wide product improvements.

What You’ll Be Doing

  • Collect, process, and cleanse data from diverse sources, ensuring data quality and consistency.
  • Conduct in-depth data analysis to extract valuable business insights and identify trends, patterns, and correlations.
  • Collaborate with different GBS functions to understand their data needs and challenges, specifically with Customer Service, Legal/Compliance Operations, and Risk Operations.
  • Analyze customer interactions and feedback to identify trends and suggest improvements, enhancing customer service strategy.
  • Develop and maintain dashboards, visualizations, and reports to track key business metrics, translating complex findings into actionable business insights for stakeholders.

What We Look For In You

  • Bachelor's degree in Data Science, Statistics, Mathematics, Computer Science, or a related field.
  • Proven experience as a data analyst or in a similar role.
  • Proficiency in data analysis tools and databases such as SQL, Python, Power BI, Quick BI, etc.
  • Strong knowledge of data gathering, cleaning, and transforming techniques; ability to analyze large datasets and write comprehensive reports.

Nice to Haves

  • Familiarity with customer service, processes, and measures of efficiency and productivity.
  • Experience with data-driven decision-making processes and the ability to translate data into actionable insights

Perks & Benefits

  • Competitive total compensation
  • Comprehensive insurance coverage for employees and their dependants
  • More that we love to tell you along the process!

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