Specialist, Operational Excellence

Centauri Services and Technology Sdn. Bhd. provides customer support and back end support services to OK Group, an international conglomerate specialising in fintech and blockchain technology. OK Group is most known for OKX—one of the world's largest digital assets exchanges.

In recent years, OKX has also developed one of the most connected Web3 wallets used by millions to access decentralized crypto applications (dApps). OKX is a brand trusted by hundreds of large institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments.

The OPEX - Voice Of Customer team aims to improve user experience by identifying opportunities from customer feedback, and implement improvement areas through cross-department collaborations.

As an OPEX - Voice Of Customer Specialist, you will dive deep into customer feedback and data, and work closely with operations teams and product teams to find insights on user experience improvement. You will take ownership of providing in-depth insight reports and facilitating user experience initiatives, ensuring that product owners and operation teams are aligned on priorities and actions.

• Finding insights

• Data analysis: Collaborate with the data anlysts to establish proper analysis framework and identify room for user experience improvement through data

• Feedback analysis: Closely work with operations to gain deep understanding of user feedback

• Stakeholder Management

• Establish collaboration with various product and operation teams, to align on improvement areas

• Align priorities of improvement areas across departments

• Strategy Execution

• Close tracking of improvement timelines. Provide assistance if necessary.

• Actively track success using data, to evaluate the real effectiveness of solutions
• Ensure operation readiness for new product launches

• Educational Background:

• Bachelor's degree or higher in Business, Analytics, Product Management, or a related field.

• Work Experience:

• 3-5+ years of relevant experience in operations, product operations, or a user experience-focused analytical role.

• Proven experience identifying and analyzing user pain points or "multiple user journies" within a complex digital product ecosystem.
• Demonstrated success in leading cross-functional projects and collaborating with Product Management teams to influence their roadmap based on user feedback and data.
• Experience conducting competitor analysis to benchmark user experience and identify strategic opportunities for improvement.
• Prior experience in management consultancy is a plus.

• Technical and Language Skills:

• Advanced proficiency in Excel for data manipulation, analysis, and visualization.

• Fluent in both Mandarin and English to analyze feedback and collaborate with global teams.
• Experience with CRMs (e.g., Salesforce, Zendesk) and analytics tools is a plus.

• Core Competencies:

• Highly analytical and data-driven mindset, with the ability to synthesize qualitative feedback and quantitative data to create compelling, evidence-based recommendations.

• Excellent influencing and stakeholder management skills; you can build consensus and confidently "push" product and operations teams using data and logic to drive alignment and action.
• Proactive problem-solver and owner, capable of navigating ambiguity, taking responsibility for project outcomes, and driving initiatives to completion within a defined timeframe.
• Passionate about the user; you are genuinely driven to understand the customer's perspective and find opportunities to improve their experience.

• Competitive remuneration package (Basic Salary + Yearly Bonus).
• Meal Allowance up to RM 500/month
• Monthly Team Building
• RM 3,500 Benefits per annum (Training, Wellness & Flexi-benefits)
• 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.