Senior Analyst, Customer Service Operations

Job Description

OKX is seeking a Senior Analyst, Customer Service Operations to join their team in Kuala Lumpur. The Senior Analyst will report to a Manager and take ownership of data-driven initiatives across Global Business Services (GBS), focusing on Payment Risk, Customer Service, and cross-functional project impacts. The ideal candidate will independently identify operational challenges, conduct advanced analyses, and translate complex datasets into strategic recommendations for leadership. They will also mentor junior analysts, champion best practices in data analytics, and collaborate with stakeholders to drive scalable improvements and elevate customer experience.

Role Involves:

• Leading discovery, design, and execution of analytical projects.
• Using SQL, advanced Excel, and BI tools to uncover trends and performance drivers.
• Developing executive-level reports and dashboards.
• Initiating and driving process optimization initiatives.
• Coaching and guiding junior analysts.
• Cultivating strong relationships with stakeholders.

Requirements:

• 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.
• Advanced proficiency in SQL, Excel, and at least one BI platform (Power BI, Tableau).
• Strong analytical and critical thinking skills.
• Excellent communication and presentation skills.
• Demonstrated leadership in cross-functional collaboration and project execution.
• Proficiency in Mandarin-Chinese.

OKX offers:

• 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.
• Multinational working environment.