Senior Analyst, Customer Service Operations
Job Summary
Job Description
As a Senior Analyst, Customer Service Operations, you will take end-to-end ownership of data-driven initiatives within Global Business Services (GBS), focusing on Payment Risk, Customer Service, and cross-functional project impacts. You will independently identify challenges, conduct advanced analyses, and translate complex data into strategic recommendations for leadership. You will mentor junior analysts and collaborate with stakeholders to drive improvements and enhance customer experience. This includes leading analytical projects, uncovering trends, developing reports, and driving process optimization. This role requires strong analytical and communication skills.
Must have:
- 3-5 years experience in customer service or operations analytics.
- Proficiency in SQL, Excel, and at least one BI platform.
- Strong analytical and critical thinking skills.
Good to have:
- Experience with ticketing systems (Zendesk, ServiceNow).
- Background in payment risk operations or fraud detection.
- Knowledge of statistical modeling or forecasting techniques.
- Certification in Lean Six Sigma.
Perks:
- Competitive remuneration package.
- Meal Allowance.
- Monthly Team Building.
- Benefits per annum (Training & Wellness).
- Convenient workplace.
- Excellent prospects for growth and promotion.
- Employee engagement program.
- Multinational working environment.
Job Details
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 Do We Expect From You
As a Senior Analyst, Customer Service Operations reporting to a Manager, you will take end-to-end ownership of data-driven initiatives across Global Business Services (GBS), focusing on Payment Risk, Customer Service, and cross-functional project impacts.. With minimal supervision, you will independently identify key operational challenges, conduct advanced analyses, and translate complex datasets into strategic recommendations for leadership. You will mentor junior analysts, champion best practices in data analytics, and collaborate with stakeholders to drive scalable improvements and elevate customer experience.
Key Responsibilities
- Independent Analytics Ownership: Lead discovery, design, and execution of analytical projects—sourcing data, crafting hypotheses, and delivering end-to-end insights that influence strategic decisions.
- Advanced Trend & Root Cause Analysis: Use SQL, advanced Excel, and BI tools to uncover deep-dive trends, anomalies, and performance drivers; build predictive models to forecast operational risks.
- Strategic Reporting & Storytelling: Develop executive-level reports and dashboards that succinctly communicate complex findings; present recommendations to senior leadership with confidence.
- Process Leadership & Improvement: Initiate and drive process optimization initiatives; partner with cross-functional teams to implement changes that reduce contact volume, improve resolution speed, and enhance CSAT.
- Mentorship & Best Practices: Coach and guide junior analysts on analytical techniques, data visualization standards, and project management; ensure adherence to data governance and quality protocols as part of day-to-day responsibilities.
- Stakeholder Engagement: Cultivate strong relationships within GBS, Payment Risk, and Customer Service leads; proactively identify opportunities to support high-impact projects and influence operational strategy.
Qualifications
Required
- Bachelor’s degree in Business Analytics, Operations Management, Statistics, Computer Science, or related field
- 3–5 years of hands-on experience in customer service or operations analytics within GBS, shared services, fintech, or related environments
- Advanced proficiency in SQL, Excel (including macros and complex formulas), and at least one BI platform (Power BI, Tableau)
- Strong analytical and critical thinking skills, with a proven ability to drive insights independently
- Excellent communication and presentation skills, capable of engaging executive audiences
- Demonstrated leadership in cross-functional collaboration and project execution
Preferred
- Experience with ticketing systems (Zendesk, ServiceNow) and CRM platforms (Salesforce)
- Background in customer service, payment risk operations, fraud detection, or compliance analytics
- Knowledge of statistical modeling, machine learning concepts, or forecasting techniques
- Certification in Lean Six Sigma or other continuous improvement methodologies
- Proficiency in Mandarin-Chinese.
Perks & Benefits
- Competitive remuneration package (Basic Salary + Yearly Bonus).
- Meal Allowance up to RM 500/month
- Monthly Team Building
- RM 2500 Benefits per annum (Training & Wellness)
- 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.
#LI-ZF1
#LI-ONSITE
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