OKX (HK) - Senior Data analyst

Senior Level
Hong Kong
Senior Data analyst
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About Us

OKX is a world-leading digital asset trading platform, providing advanced financial services to traders globally by using blockchain technology.

Who we're looking for

We are looking for a Senior Data Analyst to join our Support Product Squad. This role will work closely with the Product, Design, Ops and Engineering teams that are focused on creating a global chatbot led conversational support strategy. This is a very dynamic role in which one day you will find yourself running workshops, defining data requirements and scoping requirements to meet product strategy; another day you might be conducting research, data analysis or transcript reviews.

What you will be doing
  • Converting raw conversational and customer support data into insights that will lead to informed business decisions and high quality product backlog.
  • Creating, developing, and applying machine learning approaches to conversational decision making and dialogue management.
  • Interpreting data and analysing results using statistical techniques.
  • Conducting analysis of operational and conversational data to provide insight into current processes, agent behaviour and automation opportunities.
  • Designing knowledge graphs to represent customer support topics and improving service scope of chatbots and efficacy of FAQ and self-support content.
  • Analysing large scale conversational datasets.
  • Being comfortable in applying analysis results to multiple global languages.
  • Using expert knowledge of state-of-the-art methods and tools to consistently find the most effective, efficient, stable, explainable, and elegant approaches.
  • Use and present research findings in ways that inform and sometimes guide business and product strategy.
Who you are
  • A mathematical ability to analyse, model and interpret data
  • 2+ years research and/or work experience with Natural Language Processing (either text or voice)
  • Working knowledge of NLU (natural language understanding) and NLG (Natural Language Generation) technologies.
  • Strong proven problem-solving skills.
  • Experience using open source data, functions and libraries for data science and machine learning is a plus.
  • Strong understanding of creating and maintaining labelled dataset out of unstructured conversational transcripts is a plus.
  • Excellent communication skills and ability to tell product stories using data.
  • Written and spoken proficiency in multiply languages is a plus with an added advantage if proficient in Mandarin.

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