Senior Manager, Voice of Customer

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. About the Opportunity The Voice of Customer (VOC) team sits at the heart of OKX's commitment to delivering a best-in-class user experience. We surface actionable insights from customer feedback and drive cross-functional initiatives that directly shape product direction and operational quality. In Voice of Customer, you will own the end-to-end VOC strategy — building insight frameworks, influencing product roadmaps at a leadership level, and championing an AI-driven approach to customer intelligence. This is a high-impact, high-visibility role for someone who combines strategic thinking with a hands-on, data-forward mindset. What You’ll Be Doing Take ownership of the VOC analysis framework — designing methodologies that surface actionable insights and drive measurable improvements in metrics such as user conversion, retention, CS contact rate, etc. Apply AI-driven approaches to day-to-day VOC work, including LLM-based feedback synthesis, sentiment analysis, and topic clustering, to generate insights faster and at greater scale. Distill complex, cross-channel customer data into clear narratives and recommendations, and present findings directly to senior stakeholders to drive alignment and action. Work closely with product, operations, and regional teams to align on UX improvement priorities, using data-backed business cases to influence roadmap decisions. Drive cross-functional VOC initiatives from scoping through to outcome tracking, taking personal ownership of timelines, deliverables, and impact measurement. Identify customer-impacting risks ahead of new product launches and ensure operational teams are prepared to support them. What We Look For In You 7+ years of progressive experience in customer experience strategy, product operations, or a VOC-focused domain, with a proven track record of driving end-to-end cross-functional projects. Demonstrated experience designing and executing a long-term VOC or CX strategy that has delivered measurable improvements in business metrics (e.g., user conversion, retention, contact rate, CSAT, NPS etc.) Proactively uses AI tools and builds AI skills as part of day-to-day work, and able to automate routine daily work with AI. Proven ability to influence product and operations priorities across multiple departments using data-backed recommendations, without relying on direct authority. Strong analytical foundation, with experience working alongside data teams to define frameworks, validate findings, and turn outputs into actionable business decisions. Strong communication and presentation skills, with the ability to distill complex findings into clear, compelling narratives for senior stakeholders. Nice to Haves MBA or advanced degree in a relevant field. Experience with CRM and feedback platforms such as Salesforce, Zendesk, or Medallia. Familiarity with SQL or BI tools such as Datawind, Tableau or Looker. Background in management consultancy or a similarly fast-paced, cross-functional environment. Proficiency in English and Mandarin is required to communicate effectively with internal stakeholders and partners ... (truncated, view full listing at source)