Specialist, Operational Excellence (Voice of Customer)

Who We Are

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.

OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.

Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.

OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

About the Team

The OPEX - Voice Of Customer team aims to improve user experience by identifying opportunities from customer feedback, and implement improvement areas through cross-department collaborations.

As an OPEX - Voice Of Customer Specialist, you will dive deep into customer feedback and data, and work closely with operations teams and product teams to find insights on user experience improvement. You will take ownership of providing in-depth insight reports and facilitating user experience initiatives, ensuring that product owners and operation teams are aligned on priorities and actions.

Key Responsibilities:

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Finding insights

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Data analysis: Collaborate with the data anlysts to establish proper analysis framework and identify room for user experience improvement through data

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Feedback analysis: Closely work with operations to gain deep understanding of user feedback

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Stakeholder Management

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Establish collaboration with various product and operation teams, to align on improvement areas

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Align priorities of improvement areas across departments

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Strategy Execution

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Close tracking of improvement timelines. Provide assistance if necessary.

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Actively track success using data, to evaluate the real effectiveness of solutions

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Ensure operation readiness for new product launches

Requirements:

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Educational Background:

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Bachelor's degree or higher in Business, Analytics, Product Management, or a related field.

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Work Experience:

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3-5+ years of relevant experience in operations, product operations, or a user experience-focused analytical role.

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Proven experience identifying and analyzing user pain points or "multiple user journeys" within a complex digital product ecosystem.

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Demonstrated success in leading cross-functional projects and collaborating with Product Management teams to influence their roadmap based on user feedback and data.

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Experience conducting competitor analysis to benchmark user experience and identify strategic opportunities for improvement.

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Prior experience in management consultancy is a plus.

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Technical and Language Skills:

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Advanced proficiency in Excel for data manipulation, analysis, and visualization.

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Fluent in both English and Mandarin to analyze feedback and collaborate with global teams.

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Experience with CRMs (e.g., Salesforce, Zendesk) and analytics tools is a plus.

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Core Competencies:

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Highly analytical and data-driven mindset, with the ability to synthesize qualitative feedback and quantitative data to create compelling, evidence-based recommendations.

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Excellent influencing and stakeholder management skills; you can build consensus and confidently "push" product and operations teams using data and logic to drive alignment and action.

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Proactive problem-solver and owner, capable of navigating ambiguity, taking responsibility for project outcomes, and driving initiatives to completion within a defined timeframe.

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Passionate about the user; you are genuinely driven to understand the customer's perspective and find opportunities to improve their experience.

Perks & Benefits

• Competitive remuneration package (Basic Salary + Yearly Bonus).

• Meal Allowance up to RM 500/month

• Monthly Team Building

• RM 3,500 Benefits per annum (Training, Wellness & Flexi-benefits)

• Convenient workplace (5 minutes walk from MRT TRX).

• Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.

• Employee engagement, recognition and appreciation program.

• Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.

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Notice:

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