Senior Analyst, Customer Service Efficiency

Confirmed live in the last 24 hours

OKX

Kuala Lumpur, Malaysia

On-site

Posted January 22, 2026

Job Description

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.

What You'll Be Doing:

User Experience Optimization

Collect and analyze user feedback and behavior data to identify customer needs and pain points, propose and implement experience optimization solutions.
Combine data analysis with user research to continuously improve the customer experience and enhance customer satisfaction.
Provide data support and feedback to help the team continually refine service strategies and optimize the customer journey.

Project Management & Execution

Lead customer service center optimization projects, driving process improvements and skill group adjustments based on KPIs (e.g., call connection rate, satisfaction score) to ensure measurable results.
Monitor fluctuations in key metrics, analyze root causes, and propose optimization plans to ensure service quality.

Process & Efficiency Enhancement

Analyze existing processes (such as ticket handling) to identify bottlenecks and develop improvement plans.
Lead initiatives such as SOP standardization and cross-department collaboration mechanism building to boost efficiency and improve user experience.

用户体验优化
- 收集并分析用户反馈与行为数据，识别客户需求和痛点，提出并实施体验优化方案。
- 结合数据分析与用户调研，持续改进客户体验，提升客户满意度。
- 提供数据支持和反馈，帮助团队不断改进服务策略和优化客户体验。
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