Senior Manager, Voice of Customer (VOC)

Join OKX as a Senior Manager, Voice of Customer in Singapore.

Lead VOC strategy, apply AI-driven insights, and influence product roadmaps.

Requires 7+ years in customer experience strategy and proficiency in English and Mandarin.

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.

## What you'll do

• •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.

## Conditions

• •Competitive total compensation package
• •L&D programs and education subsidy for employees' growth and development
• •Various team building programs and company events
• •Wellness and meal allowances
• •Comprehensive healthcare schemes for employees and dependants
• •More that we love to tell you along the process!

• •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.