Senior Data Analyst, Customer Service Operations

Who you are

You have 5+ years of experience in data analysis, particularly within customer service operations, where you've independently identified operational challenges and provided strategic recommendations based on complex datasets. Your expertise in SQL and Python allows you to conduct advanced analyses and create impactful data visualizations. You are skilled in using tools like Tableau to present your findings clearly and effectively to stakeholders. You have a proven track record of mentoring junior analysts, championing best practices in data analytics, and fostering a collaborative environment. You thrive in a fast-paced setting and are comfortable working with minimal supervision, taking ownership of your projects and driving improvements that elevate customer experience.

Desirable

Experience in the crypto or financial services industry is a plus, as is familiarity with customer service metrics and KPIs. Knowledge of additional data visualization tools or programming languages can enhance your candidacy.

What you'll do

In this role, you will take end-to-end ownership of data-driven initiatives across Global Business Services, focusing on Customer Service Operations. You will lead the discovery and design of analytics projects, ensuring that your insights translate into actionable strategies for leadership. You will collaborate with cross-functional teams to identify key areas for improvement and drive scalable enhancements to customer service processes. Your responsibilities will include conducting regular analyses to monitor performance metrics, identifying trends, and making recommendations for operational improvements. You will also mentor junior analysts, guiding them in their professional development and helping them to adopt best practices in data analytics. Your role will be pivotal in shaping the data strategy for customer service operations, ensuring that data-driven decision-making is at the forefront of the team's efforts.

What we offer

At OKX, you will be part of a dynamic team that is reshaping the future of crypto. We offer a competitive salary and benefits package, along with opportunities for professional growth and development. Our culture is built on core principles that prioritize collaboration, integrity, and results. You will have the chance to work with cutting-edge technologies and contribute to projects that have a significant impact on our customers and the broader crypto community. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.