OKX is hiring a
Senior Manager User Experience

Summary

The job is for a Customer Experience Manager at OKX, a global digital asset trading platform. The role requires a bachelor's degree or higher, 8+ years of customer service work experience, project management skills, and strong English and Mandarin language proficiency. The position involves identifying customer experience problems, improving the service through project management, and staying updated with industry trends. Benefits include competitive salary, meal allowance, transport allowance, team building activities, training & wellness benefits, yearly bonus, insurance coverage, growth opportunities, employee engagement programs, and a multinational work environment.

Requirements

• Bachelor degree or above
• More than 8 years of customer service work experience
• Experience in customer experience management, user research, customer service management, and other relevant experience
• Strong insight and forward-thinking on customer needs
• Project management thinking, tool application ability and customer service professional knowledge
• Proficient in customer experience management solution design
• Strong cross-departmental communication and coordination ability
• Mature experience in actively promoting and leading customer service center S-level projects (Six Sigma Black Belt Projects) in the past
• Excellent command of spoken and written English and Mandarin
• Willing to work in Tun Razak Exchange, walking distance to MRT TRX

Responsibilities

• Identify and gain insight into the current customer experience problems of the customer service team, gain insight into user needs and pain points, analyze the current gaps in product design, process design, service operation design, and etc. Provide improvement suggestions to promote experience optimization
• Linkage of data team and business team to establish a customer service experience monitoring and improvement mechanism; Through multi-dimensional correlation analysis of root problem identification of service defects, service quality results, and service process, identifying key issues affecting customer experience to drive improvement
• Formulate special improvement projects, and form an annual service management project set (Six Sigma hierarchy of belts: Black belt, Green belt, Yellow belt projects). To help the customer service team to deliver and improve the service experience through the target management and control of the project set

Preferred Qualifications

• Project Management Professional (PMP)
• Experience in Lean Six Sigma

Benefits

• Competitive remuneration package (Basic Salary + Annual Increment)
• Meal allowance up to RM 500/ month
• Unlimited transport allowance (T&C apply)
• Monthly team building
• RM 2,500 training & wellness benefits per annum
• Yearly bonus
• Convenient workplace (5 minutes walk from MRT TRX)
• Insurance coverage for employees & dependants
• Excellent prospects for growth and promotion
• Employee engagement, recognition and appreciation program
• Multinational working environment